Senior Technical Support Engineer
$160,000–$200,000 year
RemoteUnited States
Job Summary
Resolve complex technical escalations for enterprise clients within defined SLAs and conduct root cause analysis to partner with Engineering on long-term fixes. Design, write, and maintain scripts, diagnostic tools, and workflows that enable Customer Success to self-serve common issues, while translating technical findings into clear, actionable updates for stakeholders. Participate in a rotating on-call schedule covering evenings and weekends to provide fast, expert resolution during live investigations. This role operates with high autonomy, bridging Customer Success and Engineering to automate emerging complexities in forensic data collection and legal proceedings.
Required Qualifications
- Strong backend software engineering fundamentals
- Proficiency in a language such as Python or Ruby
- Experience working with APIs
- Experience working with databases
- Experience handling data pipelines
- Experience with modern development practices
- Experience with cloud providers
- Proven hands-on experience debugging live production systems
- Experience inspecting logs
- Experience writing scripts under time pressure
- Excellent cross-functional communication skills
- Interpersonal skills
- Ability to articulate technical details to non-technical partners
- High degree of autonomy
- Self-direction
- Comfortable making sound triage decisions independently
- Comfortable working in fast-paced environments
Desired Qualifications
- Experience with GCP
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