Senior Technical Support Engineer

Remote (United States)

Job Details

Employment Type: Full Time

Salary: $160,000 - $200,000 per year

Additional Compensation: Equity

Benefits: Health insurance

Work Schedule

• Rotating on-call coverage is required.
• On-call coverage includes evenings and weekends.

About the Role

This opportunity is for a Senior Technical Support Engineer who will serve as a technical partner between Customer Success and Engineering, resolving complex client issues and building tools that help automate new technical challenges as they emerge.

The role involves working with live production systems, complex data-related investigations, and evolving technical issues that may arise during active client matters. This position operates with a high degree of autonomy and requires the ability to translate technical findings into clear, actionable next steps for Customer Success teams and clients.

The Senior Technical Support Engineer will report to the Director of Support and work closely with Engineering.

What You’ll Do

• Resolve complex technical escalations for enterprise clients while working within defined SLAs.
• Conduct root cause analysis on technical issues and partner with Engineering to help inform long-term fixes.
• Design, write, and maintain scripts, diagnostic tools, and workflows that enable Customer Success teams to self-service common client issues.
• Translate technical findings into clear, actionable updates for Customer Success stakeholders and clients.
• Participate in a rotating on-call schedule, including evenings and weekends, to provide clients with fast and expert issue resolution when problems arise.

Qualifications

• Strong backend software engineering fundamentals.
• Proficiency in a programming language such as Python or Ruby.
• Experience working with APIs and databases.
• Experience handling data pipelines.
• Understanding of modern software development practices.
• Experience working with cloud providers, with GCP preferred.
• Experience with distributed systems.
• Proven hands-on experience debugging live production systems.
• Experience inspecting logs and diagnosing production issues.
• Experience writing scripts under time pressure.
• Excellent cross-functional communication and interpersonal skills.
• Ability to explain technical details clearly to non-technical partners.
• High degree of autonomy and self-direction.
• Ability to make sound triage decisions independently in fast-paced environments.