Senior Support Engineer

About Our Client

The organization operates in the practice management software industry, providing AI-powered cloud solutions to accounting firms. It addresses the challenge of efficient and collaborative work among accounting professionals by offering a platform used by tens of thousands of users across 40 countries. The company is recognized for its growth and people-first culture, with a distributed team spanning multiple countries.

About the Opportunity

The Senior Support Engineer role serves as the final technical escalation point within the engineering support function. This position is responsible for deep technical diagnostics, managing complex investigations, and facilitating clear communication across teams to resolve issues before they reach product engineering. The role supports the North American customer base during US Pacific hours and plays a critical part in maintaining service reliability and quality.

Responsibilities

• Lead deep-dive root cause analysis on highly complex technical issues using structured, methodical investigation strategies
• Interpret, trace, and debug application logic directly within established C# and .NET enterprise codebases
• Write, review, and optimize safe SQL queries while designing precise data remediation and patching plans
• Make highly informed, risk-aware decisions regarding production environment access, hotfixes, and live interventions
• Investigate, isolate, and systematically reproduce platform defects using advanced application logs, telemetry, and environment replication
• Monitor real-time production system alerts and coordinate response workflows with core engineers and business stakeholders
• Translate complex technical failures into highly detailed, actionable engineering tickets and bug reports
• Participate actively in technical investigations during major system incidents, providing accurate timelines and immediate mitigation steps
• Review, refine, and improve escalation quality and investigative clarity across lower technical support tiers
• Develop custom internal automation, scripts, and administrative tooling to reduce repetitive diagnostic tasks
• Mentor engineering support peers and actively contribute to team technical standards, runbooks, and knowledge sharing
• Communicate intricate technical issues clearly, empathetically, and transparently to both customers and internal business teams
• Leverage modern AI-driven tools to enhance technical investigative processes, speed up diagnostics, and build clearer documentation

Requirements

• Over 5 years of progressive experience in technical engineering support or application support within high-volume B2B SaaS environments
• Highly proficient in writing and reviewing SQL safely, including a deep understanding of database execution plans, indexing, and stored procedures
• Strong ability to comfortably read, trace, and understand C# programming syntax and modern .NET framework application architecture
• Precise technical writing skills for composing crystal-clear bug reports and high-stakes customer-facing communications
• Natural systems-thinking mindset with a track record of identifying, analyzing, and permanently addressing recurring platform issues
• Exceptional self-management capabilities to successfully balance and prioritize a demanding technical workload without close supervision

Pay Range and Compensation Package

The target annual compensation for this senior engineering support role is highly competitive and will be determined dynamically based on the final candidate's depth of .NET/C# troubleshooting experience, database skills, and technical background. A comprehensive benefits overview detailing health coverage, retirement planning options, and wellness perks will be shared transparently with selected candidates during the initial screening conversation.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.