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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Engineer - **Company:** First Mile Group, Inc. - **Location:** New York, NY, United States (Remote available) - **Experience:** Expert - **Salary:** $105,000.0 - $125,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Bash Shell, Programming Tools, Python (Programming Language), Scripting, Postman, Data Analytics, Zendesk, Looker Analytics - **Published:** July 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=727c049843872a35 ## About the Role * 3+ years of experience in technical support, ideally in a B2B SaaS environment. * Demonstrated ability to own and resolve high-stakes or technically complex issues. * Excellent verbal and written communication skills, especially under pressure. * Experience working cross-functionally with Product and Engineering teams. * Proven ability to mentor others and contribute to a strong team culture. * Strong troubleshooting skills with APIs, logs, and developer tools. * Experience using Zendesk, Looker, Postman, or scripting languages like Python or Bash. * Previous participation in an on-call or incident response rotation. ## Description The Senior Technical Support Engineer is a highly experienced support professional who thrives in a fast-paced, collaborative environment and operates with significant autonomy. This role is designed for individuals who lead complex, cross-functional escalations, design long-term solutions to recurring issues, and act as trusted advisors across the company. As a senior member of the Support team, you'll represent Support in cross-departmental meetings, mentor junior team members, and lead key initiatives that improve team performance and the customer experience. You bring both strong technical expertise and a passion for solving real customer problems at scale. Escalation Management & Complex Ticket Handling * Lead high-priority or complex support issues, including those involving multiple teams or external partners. * Serve as the escalation point for the Support team, confidently resolving edge cases and urgent matters. * Deliver concise and empathetic customer communication, and guide others in effective customer-facing messaging. * Participate in the team's on-call rotation, helping to support urgent customer issues outside of standard business hours. Technical Expertise & Strategic Contributions * Demonstrate deep expertise across multiple areas of the Alloy platform, with the ability to troubleshoot issues independently. * Design and implement solutions for recurring or systemic support issues. * Contribute to internal tooling and documentation improvements based on customer pain points. * Participate in product betas, incident reviews, and internal testing efforts to improve product quality and support readiness. Cross-Functional Collaboration * Represent the Support team in cross-functional meetings with Product, Engineering, and other internal stakeholders. * Influence roadmap and product quality conversations with data-driven feedback and customer context. * Take initiative to improve processes, suggest tooling enhancements, and drive adoption of team-wide initiatives. * Additional cross-team projects and responsibilities may be expected as part of this role. Mentorship & Team Leadership * Provide mentorship to junior and mid-level engineers through onboarding, buddy programs, and informal coaching. * Help establish a culture of ownership, technical curiosity, and continuous improvement. * Lead by example in documentation, incident participation, and support operations. ## Related Videos - [Are Your APIs Ready for AI Agents](https://www.wearedevelopers.com/videos/2004-are-your-apis-ready-for-ai-agents) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [JavaScript? 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