Senior Technical Support Engineer

Job Summary

As a full-time Senior Technical Support Engineer working remotely, the candidate will manage customer cases, troubleshoot product issues, and validate monitoring data for enterprise customers utilizing the company's platform across various environments.

Key Responsibilities

• Own customer cases end to end, logging, triaging, and resolving issues through Zendesk and other collaboration tools
• Troubleshoot product issues by diagnosing problems in the UI, API, and deployed agents using logs and diagnostics
• Engage proactively with customers during implementations and onboarding to ensure they derive ongoing value from the product

Required Qualifications

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field, or equivalent work experience
• At least 7+ years of technical support or support engineering experience for enterprise software, particularly in networking or infrastructure monitoring
• Strong hands-on troubleshooting skills with experience in on-premises data centers and cloud environments like AWS and Azure
• Proficiency with tools such as Salesforce/Zendesk, Slack, and Atlassian (Jira, Confluence)
• U.S. citizenship and ability to perform work from within the United States, with a willingness to complete a background check if required