As a Senior Technical Support Engineer, you will be a subject matter expert who handles our most complex technical challenges and serves as a technical mentor to junior engineers.
You'll lead critical issue resolution, collaborate directly with Engineering teams on product defects, and contribute to the strategic direction of support processes.
Your responsibilities include resolving escalated technical issues, leading customer crisis situations, and developing advanced troubleshooting procedures.
Mentoring Technical Support Engineers and Associates while participating in product development discussions.
You’ll work closely with Support Managers on strategic initiatives and serve as a technical lead for your specialized team.

Practical experience in Information Technology, Engineering, or related technical field
4-7 years of progressive technical support experience with increasing complexity
Advanced troubleshooting skills across multiple technology stacks
Proven mentoring and knowledge transfer capabilities
Experience leading critical issue resolution and customer crisis management
Strong SQL skills including complex query writing and performance optimization
Deep understanding of enterprise software architecture and integrations
Experience with API development/troubleshooting and web services
Excellent communication skills with ability to present to executive audiences
Leadership capabilities with demonstrated influence without direct authority
Bachelor's degree in Computer Science or related field (preferred)
Experience in healthcare, higher education, or financial services with regulatory knowledge (preferred)
Advanced knowledge of security protocols and compliance frameworks (preferred)
Experience with cloud platforms and modern DevOps practices (preferred)
Background in software development or system administration (preferred)
Project management experience and cross-functional leadership (preferred)

Flexible time off to include paid holidays and volunteer time.
Robust health, dental, and vision insurance plans on your first day of employment
Employer-paid life insurance/AD&D/short-term and long-term disability insurance
Comprehensive employee assistance program (EAP)
Flexible spending account (FSA) or health savings account (HSA)
Matched 401(k)
Employee stock purchase plan

Senior Technical Support Engineer

Key skills