Senior Customer Support Engineer

Joining the company’s Support team

The company seeks to expand our Support Engineering team with the addition of a Senior Technical Support Engineer to support the company's growth.

The company’s Senior Technical Support Engineers provide support that increases the company’s credibility as an organization with world-class personnel and processes that can be relied upon as customers increase their product usage.

Senior Technical Support Engineers at the company are responsible for

• Managing all communication with customers and partners required to resolve support tickets.

• Assessing if support tickets are feature requests or product bugs.

• Resolving support tickets within the limits of contractual service level agreements (SLA).

• Replicating bugs.

• Training and mentoring junior support engineers.

• Coordinating and tracking the escalation of tickets.

• Maintaining a record of all communication and actions in Zendesk.

• Contributing frequently answered questions to the company knowledge base.

• Participating in replying to the company community questions and discussions.

You have

• You have 3-5 years in a customer facing role, ideally in a SaaS environment.

• Analytical and methodical problem solving skills.

• Must have: Hands on experience with Linux as well as experience with relational and non-relational database/data sources (MySQL, PostgreSQL).

• Experience troubleshooting web-based applications.

• Experience with Java and REST API.

• Experience working closely with software developers.

• Excellent knowledge of certificates - SSL, SSO, and LDAP.

• Bachelor's Degree in Computer Science or related field or equivalent experience.

• Demonstrated proficiency in leveraging AI tools (e.g., Claude, Gemini, ChatGPT, Copilot) to solve real-world business challenges, drive measurable outcomes, or streamline workflows.

• A bachelor’s degree or equivalent related working experience is required.

You are

• Customer focused and willing to put the customer at the center of everything you do.

• Eager to learn and utilize new technologies and tools.

• Team player, you’re at ease to synchronize with a lot of people and always think as a team.

• Skilled in big data technologies such as Kubernetes, Spark, and Hadoop.

• Investigator, you like to solve problems and investigate technical issues.

• Communicator, you’re at ease to sum-up, document, or explain complex situations.

Measures of Success Are

• Within your first month, you will gain a fundamental knowledge of the company Product Suite and become familiar with Support processes and procedures.

• Within your third month, you will have a functional knowledge of the company Product Suite and begin fielding support tickets in a limited capacity.

• Within your sixth month, you will handle a steady flow of standard support cases, contribute to our customer-facing knowledge base, and be able to handle urgent, product down support issues.

Benefits at the company

The company recognizes and values that everyone has different needs, interests, and life goals. We built our benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off. Learn more about the company’s benefits .

We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about  diversity, equity, and inclusion at the company.

At the company, we’re proud to be an equal opportunity employer. We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone.

With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. If you have a need that requires accommodation, let us know by completing our  Accommodations for Applicants form .