Senior Customer Care Technical Support Engineer

About the role

We are seeking a Senior Customer Care Technical Support Engineer to join our IT Service Desk team. This role is part of a new function within our Customer Care function.

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

You must have 5+ years of experience 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 is required. 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).

Qualifications

• Previous experience in Software Engineering or QA/Automation is a plus.
• Specialized knowledge of integrating financial systems like NetSuite or Navision is a plus.

Skills

• Identity Providers like Descope or Okta
• Strong grasp of networking fundamentals (DNS, TLS, Load Balancing)
• Advanced SQL skills for data forensics
• Scripting to automate repetitive support tasks
• Communication skills to translate technical findings into executive summaries
• Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow)

Benefits

Health Insurance: Medical, Dental, and Vision
Additional Benefits: Fertility, Commuter, and Educational Assistance Benefits
401(K) Matching Plan: Competitive matching plan for future financial goals
Vacation: Paid vacation
Holiday Pay: Ten company paid holidays
Employee Discounts: Discounts on select grading services for approved submissions
Flexible Hours: Flexible schedules with varying shifts

Pay

The salary range for this position is $85,271 - $138,440. Actual compensation in this range will be based on a variety of non-discriminatory factors, including location, job level, prior experience, and skill set.

Schedule

This role requires you to be onsite in the office 5 days per week.