Sr Technical Support Engineer

We are looking for aSeniorTechnicalSupportEngineer to join our high-performing support team and provide expert-leveltechnicalassistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating acrossengineering, product, and customer-facing teams to ensure a top notch customer experience.

Essential Responsibilities Of Your Role:

· Responding to complex inboundTechnicalservice requests over the phone and email per day directly with customers.

· Diagnose, troubleshoot, and resolvetechnicalproblems across software, APIs, integrations, and infrastructure.

· Reproduce issues, conduct root cause analysis, and work closely withengineering on bug fixes and feature requests

· Create and maintain internal runbooks, FAQs, andtechnicaldocumentation

· Lead incident response or participate in on-call rotation for critical issues

· Identify support trends and partner with Product &Engineering on long-term solutions

· Accurately and efficiently log all issues and status updates in our internal tracking system.

· Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.

· Supporting multiple cloud and hardware solutions

· Contributing to the development of service desk processes and procedures.

· Interacts closely with various departments and vendors to provide timely resolution on issues.

· Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.  

· Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate withEngineering, Development and 3rd party Vendor teams  

* Note: This is not a complete list of tasks.

Knowledge, Skills, and/or Abilities You Need To Have:

· 4–7+ years intechnicalsupport, solutionsengineering, or a similar customer-facingtechnicalrole

· Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking

· Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure

· Strong understanding of web technologies, integrations, or system architecture

· Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases

· Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.

· Ability to prioritize user requests effectively and manage user expectations.

· Ability to balance attention to detail with expeditious execution in a fast-paced environment working.

· Passion for driving exceptional customer experience.

· Ability to work through ambiguity and thrive in a rapidly changing business environment.

· Strong analytical and problem-solving skills.

· High school diploma (or equivalent) required. Secondary degree preferred.

· Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL 

· Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP 

· Basic understanding or experience working on Linux environments  

· General understanding of technologies on Apis webservice: JSON, REST, OAuth,..  

· Flexibility working some weekends  and later hours to help fulfill a 24x7 business

· Passion for providing exemplary customer service, strong customer focus  

· Eager to learn new technologies  

· Good verbal and written professional communication, fluent in English.  

· Self-motivated and proactive in performing duties  

· Attention to detail  

  
  
 
Nice to have. Exposure to: 

· ITIL certification 

· Microsoft Azure certification  

· Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP  

· Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL 

· Exposure to virtualization and orchestration technologies such as Docker and Kubernetes 

· Experience with JIRA and Confluence

* This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.