Technical Support Engineer

Job Summary

Providing expert technical support for premium accounts, the full-time Technical Support Engineer will manage high-severity issues, coordinate across teams, and ensure exceptional customer experience while working remotely with a fixed Thursday to Monday or Friday to Tuesday schedule that includes weekend coverage.

Key responsibilities

• Serve as the primary escalation point for Enterprise and Majors accounts, owning complex support cases through resolution
• Triage and resolve urgent customer issues, collaborating with internal teams to ensure timely responses
• Maintain deep account context to enhance troubleshooting and communication with senior customer stakeholders

Required qualifications

• Experience in technical support or escalation management for enterprise software products
• Strong technical foundation with the ability to troubleshoot complex systems
• Proven ability to engage and manage high-level stakeholders effectively
• Exceptional judgment and composure in high-severity, time-sensitive situations
• Demonstrated capability to manage multiple urgent issues simultaneously while maintaining accuracy