Senior Customer Care Technical Support Engineer

Responsibilities

• Engineering Liaison: Act as a technical partner to Engineering and Product teams, not just reporting bugs but providing reproducible test cases, code-level insights, and proposed fixes.
• Root Cause Leadership: Own the post-mortem process for technical escalations, documenting complex RCAs and workarounds to build a robust internal knowledge base
• Strategic Incident Management: Manage and prioritize high-severity escalations based on business impact and SLA requirements, ensuring transparent communication with stakeholders.
• Systemic Improvement: Analyze ticket patterns to identify technical debt or recurring product flaws, proactively advocating for "fix-it" sprints with Product leadership.
• Technical Mentorship: Design and deliver technical training or "office hours" for front-line representatives to improve their diagnostic skills and reduce escalation rates.
• Observability & Tooling: Utilize and improve monitoring/observability dashboards (Datadog/Splunk) to identify issues before they are reported by customers.

Requirements

• 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: Strong grasp of networking fundamentals (DNS, TLS, Load Balancing) and how they impact SaaS application performance.
• Advanced SQL skills for data forensics and experience using scripting to automate repetitive support tasks.
• Communication: Ability to translate highly technical "code-level" findings into executive-friendly summaries for non-technical leadership.
• Familiarity with ERP or financial tools such as NetSuite or Navision is a plus.
• Previous experience in a Customer Care or high-touch Customer Service environment.
• Excellent written and verbal communication skills - able to convey technical concepts to non-technical audiences.
• Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Nice to have (but not required):
• Development Background: Previous experience in Software Engineering or QA/Automation.
• ERP Expertise: Specialized knowledge of integrating financial systems like NetSuite or Navision.
• Hourly Range:
• The hourly range for this position is $41 - 67. Actual compensation in this range will be based on a variety of non-discriminatory f

Benefits

Additional Information

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We're always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. We're currently looking for a Senior Customer Care Technical Support Engineer to join the IT Service Desk team for a short-term assignment. , You will be responsible for providing advanced-level technical oversight for complex platform challenges. In this capacity, you manage high-level support requests that require specialized diagnostic expertise. Your primary objective is to ensure that every escalation results in comprehensive remediation and the systematic gathering of knowledge . You serve as the critical link between Customer Care and Core Engineering, transforming intricate technical incidents into documented root cause analyses (RCAs) and actionable product improvements that enhance the long-term stability of our ecosystem. You will report into the Manager, IT Service Desk, Alex Romero and will work from one of our offices in: Santa Ana, CA; Jersey City, NJ; Boca Raton, FL; Plano, TX. You will assist with developing this new function within the IT Service Desk team while supporting the Customer Care function. Onsite Requirement: This role requires you to be onsite in the office 5 days per week.

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