Senior Technical Support Engineer

Senior Technical Support Engineer

Key Responsibilities

• Act as the highest point of escalation for complex technical issues across customers and internal teams.
• Diagnose, troubleshoot, and resolve product, infrastructure, and integration-related problems with precision.
• Collaborate with engineering and product teams to identify root causes, drive fixes, and recommend product improvements.
• Create and maintain detailed documentation, knowledge base articles, and best practices to reduce future incidents.
• Mentor and guide junior support engineers, fostering technical depth and problem-solving excellence within the team.
• Drive incident management processes for critical outages, ensuring timely resolution and clear communication with stakeholders.
• Partner with customers to understand their environments, provide proactive guidance, and deliver outstanding technical support.
• Contribute to continuous improvement initiatives by analyzing recurring issues and proposing preventive measures.

Required Skills & Qualifications

• Bachelor’s/Master’s degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in technical support, system administration, or related technical roles.
• Strong expertise in troubleshooting across

  Linux/Windows environments

  ,

  databases (SQL/NoSQL)

  , and

  networking protocols

  .
• Experience with

  cloud platforms (AWS, Azure, GCP)

  and containerization (Docker, Kubernetes) is a plus.
• Proficiency in scripting (Python, Bash, or PowerShell) to automate routine support tasks.
• Excellent analytical, problem-solving, and communication skills.
• Ability to manage multiple escalations simultaneously in a fast-paced environment.
• Customer-first mindset with a track record of building trust and strong technical relationships.