Senior Technical Support Engineer

About the role

As a Senior Technical Support Engineer, you will report to the APJ Technical Support Manager and take ownership of complex customer issues while driving improvements across the support organization. You will serve as a subject matter expert on the LaunchDarkly platform, mentor less experienced team members, and work cross-functionally with Engineering, Product, and Customer Success to improve the customer experience. You are someone who brings deep technical knowledge, independent judgment, and a bias toward action. You value opportunities to lead and to build, not just to resolve. LaunchDarkly is a growing software company with a bold mission carried out by a diverse team of employees, and we're looking for someone like you to help us continue to grow. We provide a great compensation package including equity and benefits (including medical, dental, and vision), work flexibility (remote-friendly), and excellent salaries. We believe every software team can benefit from using flags and improved feature management practices, and we want your help making that vision a reality. If you're curious and excited about improving the lives and work of software developers worldwide, this role will be a great fit!

Responsibilities

• Resolve complex, ambiguous customer issues independently, applying in-depth knowledge of LaunchDarkly's platform, SDKs , and integration patterns
• Serve as an escalation point for the APJ team on non-routine cases, providing a recommended course of action and driving issues to resolution
• Identify systemic trends in support cases and lead initiatives to improve internal workflows, tooling, or documentation
• Collaborate with Engineering and Product on high-impact bugs and feature gaps, influencing prioritization based on customer data
• Mentor and develop junior team members, contributing to onboarding programs and knowledge sharing across the team
• Participate in cross-functional programs that extend support's impact beyond ticket resolution

Requirements

• Typically requires a minimum of 8 years of related professional experience in a technical support, software engineering, or equivalent customer-facing technical role
• Experienced in resolving complex, multi-variable technical problems where the path forward requires evaluation and judgment, not just procedure
• Fluent in at least one programming language (e.g., Node.js, Java, PHP) with strong working knowledge of modern software delivery practices
• Capable of directing your own work and determining methods on new or undefined assignments with minimal oversight
• Skilled at adapting communication to different audiences, including advising engineers and non-technical stakeholders on complex matters
• Experienced building working relationships across teams and influencing outcomes outside your immediate area
• Based in Australia, with working hours aligned to APJ business hours
• Pay:
• Target pay range for a Level 4: AUD $135,000 - $186,000
• *Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.
• LaunchDarkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skills, experience, degree level, and location.
• About LaunchDarkly:
• The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:
• Improving the velocity and stability of software releases, without the fear of end customer outages
• Delivering targeted experiences by easily personalizing features to customer cohorts
• Maximizing the business impact of every feature through the ability to experiment and optimize
• Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
• Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability

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