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# Technical Support Engineer

- **Company:** First Mile Group, Inc.
- **Location:** 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:** October 6, 2026
- **Apply:** https://www.builtincolorado.com/auth/login?destination=/job/senior-technical-support-engineer/10177625

## 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.