Staff Technical Support Engineer

Job Summary

A company is looking for a Staff Technical Support Engineer to provide enterprise-grade technical assistance to B2B SaaS customers.

Key Responsibilities

• Manage service level agreements (SLA) and ensure timely resolution of support cases
• Lead advanced troubleshooting and root cause analysis for complex technical issues
• Serve as the technical point of contact during major incidents and maintain communication with stakeholders

Required Qualifications

• 5 years of experience in technical support, application support, or DevOps support within a B2B SaaS environment
• Strong analytical and diagnostic skills with knowledge of modern infrastructure and APIs
• Experience with support and case management tools (e.g., Zendesk, Salesforce, JIRA)
• Hands-on experience with Grafana, Linux CLI, MongoDB, SQL, and AWS
• Proficiency in programming or scripting languages such as JavaScript, Python, or Node.js