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ppWe are looking for a bSenior Technical Support Engineer /b 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. /p h3Essential Responsibilities Of Your Role: /h3 ul liResponding to complex inbound Technical service requests over the phone and email per day directly with customers. /li liDiagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure. /li liReproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests. /li liCreate and maintain internal runbooks, FAQs, and technical documentation. /li liLead incident response or participate in on-call rotation for critical issues. /li liIdentify support trends and partner with Product Engineering on long-term solutions. /li liAccurately and efficiently log all issues and status updates in our internal tracking system. /li liUnderstand client's business objectives/impact and apply their expertise to timely resolve issues and ensure customer success. /li liSupport multiple cloud and hardware solutions. /li liContribute to the development of service desk processes and procedures. /li liInteract closely with various departments and vendors to provide timely resolution on issues. /li liHandle support requests from resellers, stay on top of new features and enhancements, and provide diagnoses and issue resolution on our Platform. /li liTriage to internal and external teams, pushing for resolution within SLO’s by acting as the Customer advocate with Engineering, Development and 3rd party Vendor teams. /li /ul h3Knowledge, Skills, and/or Abilities You Need To Have: /h3 ul li4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role. /li liDeep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking. /li liProven troubleshooting skills with the ability to think critically and communicate clearly under pressure. /li liStrong understanding of web technologies, integrations, or system architecture. /li liExperience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases. /li liExcellent verbal and written communication skills, as well as strong analytical and problem-solving skills; with a customer-first mindset. /li liAbility to prioritize user requests effectively and manage user expectations. /li liAbility to balance attention to detail with expeditious execution in a fast‑paced environment. /li liPassion for driving exceptional customer experience. /li liAbility to work through ambiguity and thrive in a rapidly changing business environment. /li liHigh school diploma (or equivalent) required. Secondary degree preferred. /li liExperience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL. /li liStrong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP. /li liBasic understanding or experience working on Linux environments. /li liGeneral understanding of technologies on APIs webservice: JSON, REST, OAuth. /li liFlexibility working some weekends and later hours to help fulfill a 24x7 business. /li liPassion for providing exemplary customer service, strong customer focus. /li liEager to learn new technologies. /li liGood verbal and written professional communication, fluent in English. /li liSelf‑motivated and proactive in performing duties. /li liAttention to detail. /li /ul h3Nice to have. Exposure to: /h3 ul liITIL certification. /li liMicrosoft Azure certification. /li liHands‑on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP. /li liProgramming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP, Knowledge of SQL. /li liExposure to virtualization and orchestration technologies such as Docker and Kubernetes. /li liExperience with JIRA and Confluence. /li /ul /p #J-18808-Ljbffr