Sr Technical Support Engineer (VTS)

We are looking for aSenior Technical Support Engineerto join our high-performing support team and provide expert-level technicalassistanceto 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 willbe deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensureatop notchcustomer experience.

Essential ResponsibilitiesOfYour Role:

• Responding tocomplexinboundTechnicalservice requests over the phone andemailper daydirectly with customers.

• Diagnose,troubleshoot, andresolvetechnical problems across software, APIs, integrations,andinfrastructure.

• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests

• Create andmaintaininternal runbooks, FAQs, and technical documentation

• Lead incident response orparticipatein on-call rotation for critical issues

• Identifysupport 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 theirexpertisetotimelyresolve issues and ensure customer success.

• Supporting multiple cloudand hardwaresolutions

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

• Interactsclosely with various departments and vendors to providetimelyresolution on issues.

• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matterexpert, andproviding diagnoses and issue resolution on our Platform.   

• Triaging to internal and external teams, pushing for resolution withinSLO’sby being the Customer advocate with Engineering,Developmentand 3rd party Vendor teams   

• Responding to complex inboundAzure and M365Technical service requests over the phone and emaildirectlywith customers(VMs, Networking, Storage, Identity, etc.)

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

 
Knowledge, Skills, and/or Abilities You NeedToHave:

• 4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role

• 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 withexpeditiousexecution in a fast-pacedenvironment 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 helpfulfilla 24x7 business 

• Passion for providing exemplary customer service, strong customer focus   

• Eager to learnnew technologies   

• Good verbal and written professional communication, fluent inEnglish.   

• 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,AWSor 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’sa representation of the things you will be doing, and you may not perform all these duties.