Senior Support Engineer
Ladders · United States · 1 wk ago
RemoteRemoteInformation Technology$107k–$120k/yrFull-time
Responsibilities
- Lead root cause analysis on complex escalations
- Read C# and .NET application logic to troubleshoot issues
- Write and diagnose SQL for production data problems
- Make sound decisions regarding production access
- Investigate and reproduce defects using available data
- Monitor production alerts and coordinate responses
- Create well-defined tickets for engineering attention
- Lead investigations during high-severity incidents
- Uplift the quality of escalations across support tiers
- Build automation and tooling to streamline investigations
- Mentor team members and drive knowledge sharing
- Communicate technical issues clearly to stakeholders
- Utilize AI for enhancing judgment and investigative processes
Qualifications
- 5+ years of experience in technical support engineering or related role in B2B SaaS
- Proficient in writing SQL and understanding safe execution
- Experience with structured root cause analysis techniques
- Excellent written communication for technical and customer-facing contexts
- Solid ability to manage case queues independently
- Calm demeanor in difficult customer interactions and mentorship capacity
Benefits
- Flexible Time Off with an encouraged 4 weeks use per year
- Company paid medical, dental, and vision for employees and dependents
- 401(k) with company matching
- Flexible Spending Account
- Up to 8 weeks paid parental leave
- Work-from-home stipend
- Collaborative, supportive team culture
- Investment in employee development and diversity