Sr Technical Support Engineer

About the role

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: We are looking for a Senior Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineer ing, product, and customer-facing teams to ensure a top notch customer experience. Essential Responsibilities Of Your Role: - Responding to complex inbound Technical service requests over the phone and email per day directly with customers. - Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure. - Reproduce issues, conduct root cause analysis, and work closely with engineer ing on bug fixes and feature requests - Create and maintain internal runbooks, FAQs, and technical documentation - Lead incident response or participate in on-call rotation for critical issues - Identify support trends and partner with Product & Engineer ing on long-term solutions - Accurately and efficiently log all issues and status updates in our internal tracking system. - Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success. - Supporting multiple cloud and hardware solutions - Contributing to the development of service desk processes and procedures. - Interacts closely with various departments and vendors to provide timely resolution on issues. - Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform. - Triaging to internal and external teams, pushing for resolution within SLO's by being the Customer advocate with Engineer ing, Development and 3rd party Vendor teams * Note: This is not a complete list of tasks. Knowledge, Skills, and/or Abilities You Need To Have: - 4-7+ years in technical support, solutions engineer ing, or a similar customer-facing technical role - Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking - Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure - Strong understanding of web technologies, integrations, or system architecture - Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases - Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset. - Ability to prioritize user requests effectively and manage user expectations. - Ability to balance attention to detail with expeditious execution in a fast-paced environment working. - Passion for driving exceptional customer experience. - Ability to work through ambiguity and thrive in a rapidly changing business environment. - Strong analytical and problem-solving skills. - High school diploma (or equivalent) required. Secondary degree preferred. - Experience working with Webservers and Databases - Apache, IIS, MySQL, MSSQL and PostgreSQL - Strong knowledge of Application Protocols - DNS, HTTP, HTTPS (SSL), FTP - Basic understanding or experience working on Linux environments - General understanding of technologies on Apis webservice: JSON, REST, OAuth,.. - Flexibility working some weekends and later hours to help fulfill a 24x7 business - Passion for providing exemplary customer service, strong customer focus - Eager to learn new technologies - Good verbal and written professional communication, fluent in English. - Self-motivated and proactive in performing duties - Attention to detail Nice to have. Exposure to: - ITIL certification - Microsoft Azure certification - Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP - Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL - Exposure to virtualization and orchestration technologies such as Docker and Kubernetes - Experience with JIRA and Confluence * This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all these duties.

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