Sr Technical Support Engineer

What will your role look like

Act as a Senior Technical Support Engineer providing expert-level technical assistance to customers via phone and email.

Troubleshoot and resolve complex issues across software applications, APIs, integrations, infrastructure, cloud, and hardware environments.

Reproduce issues, perform root cause analysis, and collaborate closely with Engineering and Product teams on bug fixes and feature enhancements.

Lead or participate in incident management and on-call rotations for critical production issues.

Serve as a customer advocate by triaging issues to internal teams and third-party vendors, ensuring resolution within defined SLOs.

Support resellers by staying current with platform features and acting as a subject matter expert for diagnostics and issue resolution.

Identify recurring support trends and contribute to long-term product and process improvements.

Maintain accurate case records and status updates in ticketing systems.

Create and maintain technical documentation, runbooks, and FAQs.

Work closely with cross-functional teams and vendors to ensure timely issue resolution.

Why you will love this role

Opportunity to work on complex, real-world technical challenges across modern SaaS, cloud, and API-driven platforms.

High-impact role where your expertise directly influences customer success and product improvement.

Strong collaboration with Engineering, Product, and Customer-facing teams.

Continuous learning environment with exposure to new technologies and evolving systems.

A fast-paced, customer-first culture that values ownership, accountability, and technical excellence.

Ability to make a meaningful difference by improving both customer experience and internal processes.

We would like you to bring along

4-7+ years of experience in technical support, solutions engineering, or a similar customer-facing technical role.

Strong hands-on experience with SaaS platforms, APIs, databases, and scripting (Python, Shell).

Experience working with cloud services such as AWS and Azure.

Solid understanding of web technologies, integrations, and system architecture.

Experience with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools.

Strong troubleshooting, analytical, and problem-solving skills with the ability to communicate clearly under pressure.

Excellent verbal and written communication skills with a strong customer-first mindset.

Ability to prioritize effectively, manage customer expectations, and execute efficiently in a fast-paced environment.

Willingness to work flexible hours, including some weekends, to support a 24 7 business.

Good-to-have skills

Experience working with web servers and databases such as Apache, IIS, MySQL, MSSQL, and PostgreSQL.

Knowledge of application protocols including DNS, HTTP, HTTPS (SSL), and FTP.

Basic experience working in Linux environments.

Familiarity with API and web service technologies such as REST, JSON, and OAuth.

Prior experience supporting resellers or working with third-party vendors.

Exposure to incident management, on-call rotations, or SRE/DevOps practices.

Secondary degree or relevant technical certifications.