Senior Software Support Engineer

We are looking for a Senior Software Support Engineer to own complex technical escalations and help customers resolve issues in our enterprise web application. This is a customer-facing, hands-on troubleshooting role that partners closely with Support Analysts and Product/Engineering to restore service quickly, drive root-cause analysis, and improve product quality through clear feedback and documentation.

What you'll do

· Own L3 escalations and critical customer issues from triage through resolution, coordinating with Engineering as needed.

· Reproduce issues in test/staging environments; analyze logs, stack traces, configuration, and data to identify root cause.

· Lead or contribute to major incident response (Sev1/Sev2): containment, customer updates, coordination, and post-incident review.

· Provide clear, timely customer communication: gather requirements, set expectations, propose workarounds, and confirm outcomes.

· Create engineering-ready bug reports with steps to reproduce, environment details, impact assessment, and supporting evidence.

· Develop and maintain internal/external knowledge: runbooks, known issues, troubleshooting guides, and best practices.

· Partner with Engineering/Product to reduce recurring issues by identifying trends, proposing fixes, and validating delivered corrections.

· Mentor L1/L2 team members: technical coaching, case strategy, and review of escalation quality.

· Continuously improve support processes and tools to reduce time-to-resolution and improve customer experience.

Success in this role

· Critical cases are triaged quickly and resolved efficiently with strong customer communication.

· Escalations to Engineering are high quality, reproducible, and accelerate time-to-fix.

· Knowledge base and runbooks reduce repeat incidents and enable L1/L2 to resolve more issues independently.

· Incident reviews lead to concrete preventative actions and measurable quality improvements.

Do you have a valid Driver's License license?, Do you have experience in Windows?, Do you have a Bachelor's degree?, · 5+ years in technical support, production support, or software support engineering for an enterprise or SaaS product.

· 2+ years operating as an L3 / escalations engineer (or equivalent) handling complex, cross-system issues.

· Strong troubleshooting skills for enterprise web applications (HTTP/HTTPS, REST APIs, authentication, configuration, and performance).

· Working knowledge of at least one programming language (Java, .NET/C#, or similar) with the ability to read code and interpret stack traces.

· Strong Microsoft SQL Server (MS SQL) skills (querying, joins, basic performance troubleshooting) and experience with relational databases/DBMS concepts.

· Working knowledge of Linux (shell, services/processes, networking basics, log analysis).

· Experience supporting hybrid deployments across Azure cloud and on-prem infrastructure; familiarity with virtualization concepts.

· Excellent written and verbal communication skills; comfortable leading customer calls for complex issues.

· Ability to manage multiple high-priority issues simultaneously and maintain clear, organized case notes.

Preferred qualifications

· Experience with incident management and postmortems (ITIL, SRE, or similar practices).

· Experience with monitoring/observability tooling (NinjaOne, log aggregation, APM, metrics dashboards) and structured troubleshooting.

· Azure cloud fundamentals and hybrid (Azure + on-prem) architecture awareness and familiarity with common deployment architectures (load balancers, reverse proxies, containers).

· Experience supporting virtualized environments (Hyper-V and VMware) and Windows Server on-prem deployments.

· Relevant certifications (ITIL, Microsoft Azure/Windows Server/SQL Server).

Work expectations

· May participate in an on-call or after-hours rotation to support critical incidents (details defined by the team).

· Hybrid/remote expectations, travel, and scheduling requirements will be aligned with business needs., * Bachelor's (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: Hybrid remote in Los Angeles, CA 90045

Pulled from the full job description

• Tuition reimbursement
• Parental leave
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance