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.Obtenga más información sobre este puesto leyendo los detalles a continuación y luego envíe su solicitud para ser considerado.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.- Understand client's business objectives/impact and apply their expertise to timely resolve issues and ensure customer success.- Support multiple cloud and hardware solutions.- Contribute to the development of service desk processes and procedures.- Interact closely with various departments and vendors to provide timely resolution on issues.- Handle support requests from resellers, stay on top of new features and enhancements, and provide diagnoses and issue resolution on our Platform.- Triage 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.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.- Excellent verbal and written communication skills, as well as strong 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.- Passion for driving exceptional customer experience.- Ability to work through ambiguity and thrive in a rapidly changing business environment.- 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.xqbhyrx - Experience with JIRA and Confluence.#J-*****-Ljbffr

Triage 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.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.

• Excellent verbal and written communication skills, as well as strong 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.

• Passion for driving exceptional customer experience.

• Ability to work through ambiguity and thrive in a rapidly changing business environment.

• 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. xqbhyrx - Experience with JIRA and Confluence. #J-*****-Ljbffr