Technical Support Engineer

Job Summary

Providing expert technical support for premium accounts, the full-time Technical Support Engineer will manage high-severity issues and ensure exceptional customer experiences 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 by coordinating with internal teams across Support, Engineering, and Product
• Maintain deep account context to enhance troubleshooting and deliver clear incident communications to senior customer stakeholders

Required qualifications

• Experience in technical support or escalation management for enterprise-level software products
• Strong technical foundation with the ability to troubleshoot complex systems and collaborate with engineering teams
• Demonstrated ability to engage and manage high-level stakeholders effectively
• Exceptional judgment under pressure, particularly in high-severity and time-sensitive situations
• Proven track record of managing multiple urgent issues while maintaining accuracy and customer trust