Position Overview
We are seeking a highly skilled Senior Technical Support Engineer to manage complex escalations, investigate critical technical issues, and improve the reliability of our products and services.
In this role, you will act as the highest level of technical support, partnering closely with L1/L2 Support, Engineering, Product, and internal stakeholders. You will own incidents from investigation through resolution, perform root-cause analysis, and help prevent recurring issues through documentation, process improvements, and permanent corrective actions.
Key Responsibilities
- Handle escalated technical support requests from L2 Support, clients, and internal teams.
- Investigate application, account, device, workflow, platform, and integration-related issues with clear end-to-end ownership.
- Reproduce reported issues, collect technical evidence, analyze logs, and document troubleshooting steps.
- Troubleshoot APIs, authentication, databases, system configurations, integrations, and platform performance.
- Monitor service status, error patterns, and recurring incidents; identify issues requiring follow- up or escalation.
- Lead investigations for critical, high-impact, security-sensitive, or service-availability incidents.
- Coordinate technical recovery efforts with Engineering and Product teams.
- Escalate cases through Jira, Slack, and ticketing systems with complete technical context and actionable findings.
- Identify product defects, create high-quality Jira tickets, and validate fixes before release.
- Communicate clearly and professionally with customers and internal stakeholders throughout case resolution.
- Support complex client implementations, migrations, device provisioning, and configuration changes.
- Develop advanced troubleshooting guides, SOPs, and knowledge-base articles for L1 and L2 teams.
- Review escalation quality and coach support technicians on effective diagnostic approaches.
- Analyze service metrics and platform performance to identify improvement opportunities.
- Drive permanent corrective actions for recurring technical issues and improve operational support processes.
Required Skills and Qualifications
- Proven experience in L3 technical support, technical operations, systems support, or a similar role.
- Strong troubleshooting skills across web applications, APIs, databases, authentication, logs, and integrations.
- Experience using ticketing and collaboration tools such as Jira and Slack.
- Ability to perform structured root-cause analysis and manage complex incident investigations.
- Strong understanding of software systems, service availability, configuration management, and data integrity.
- Excellent written and verbal communication skills, including the ability to explain technical issues clearly to non-technical stakeholders.
- Ability to work independently, prioritize competing escalations, and maintain ownership through resolution.
- Experience creating technical documentation, SOPs, and knowledge-base content.
- A proactive mindset focused on preventing repeat incidents and improving customer experience.
