Sr Technical Support Engineer

We are looking for a Senior Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance 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 across engineering, product, and customer-facing teams to ensure a top notch customer experience.

Essential Responsibilities Of Your Role:

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

·        Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.

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

·        Create and maintain internal runbooks, FAQs, and technical documentation

·        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 with Engineering, 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 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 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.