Senior Customer Care Technical Support Engineer (short-term assignment)
On-site · Santa Ana, California, United States
Job Summary
Senior Customer Care Technical Support Engineer will act as a technical partner to Engineering and Product teams, owning post-mortems and RCAs, and driving systemic improvements. You’ll manage high-severity escalations, translate complex code-level findings into actionable product improvements, design technical training for front-line staff, and enhance observability with dashboards (Datadog/Splunk). The role requires 5+ years in technical support or a similar escalation-heavy function, strong authentication flow knowledge with providers like Okta or Descope, networking fundamentals impacting SaaS performance, advanced SQL for data forensics, scripting for automation, and experience with ticketing platforms (Zendesk, Jira, ServiceNow). Strong communication skills to convey technical concepts to leadership are essential, as is familiarity with ERP/financial tools such as NetSuite or Navision. This is a short-term assignment (approximately 6 months) reporting to the IT Service Desk Manager, with potential transfer back to a current role upon completion. The position may include on-site interviews and accommodations as needed. This posting emphasizes a collaboration-driven environment and a commitment to equal employment opportunity.
Required Qualifications
- 5+ years in Technical Support Engineering, SRE, or a specialized Tier 3 escalation role
- Proven experience with Identity Providers like Descope or Okta, and managing complex authentication flows
- Infrastructure knowledge including networking fundamentals (DNS, TLS, Load Balancing)
- Advanced SQL skills for data forensics and scripting for automation
- Experience with ticketing systems (Zendesk, Jira, ServiceNow)
- Strong written and verbal communication skills
- Experience in a Customer Care or high-touch Customer Service environment
- Nice to have: development background in Software Engineering or QA/Automation
- ERP experience with NetSuite or Navision
- Collecting or leadership experience in incident management and RCAs
Desired Qualifications
- 5+ years in Technical Support Engineering, SRE, or a specialized Tier 3 escalation role
- Proven experience with Identity Providers like Descope or Okta, and managing complex authentication flows
- Strong networking fundamentals (DNS, TLS, Load Balancing) and impact on SaaS performance
- Advanced SQL skills for data forensics and scripting to automate tasks
- Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow)
- Excellent written and verbal communication skills
- Familiarity with ERP or financial tools such as NetSuite or Navision is a plus
- Experience in a Customer Care or high-touch Customer Service environment
- Nice to have: Software Engineering or QA/Automation background
- ERP Expertise: integrating financial systems like NetSuite or Navision
- e-Verify or compliance programs experience (as applicable)
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