Senior Technical Support Engineer

About the role

For our client, we are seeking a Senior Technical Support Engineer to join the team of a leader in the Information Technology space. This role will serve as a key escalation point for complex technical issues, partnering closely with Engineering to drive timely resolutions and improve the overall support experience. You will work across enterprise and self-service customers, helping ensure high-quality service delivery while strengthening internal support processes. This position also offers the opportunity to mentor junior team members, influence support performance, and contribute to a customer-focused, technically strong support organization.

Responsibilities

• Serve as the technical escalation point for complex Tier 1 and Tier 2 issues
• Coordinate with Engineering to expedite bug resolutions
• Mentor junior engineers and help strengthen the team's technical capabilities
• Balance customer needs across enterprise and self-service users
• Collaborate with Product teams to address recurring issues
• Provide direct support through email, chat, and voice communication
• Enhance support processes and maintain service quality
• Define and track key performance indicators for support

Qualifications

• 2-4 years in a customer-facing technical support role
• Proficiency in Node, JavaScript, TypeScript, or Go
• Comfortable troubleshooting ambiguous issues using diagnostic tools
• Strong problem-solving and prioritization skills
• Effective communication with senior stakeholders
• Proactive, ownership-driven work ethic
• Interest in security or open source software

Benefits

• Health, wellness, financial security, and work-life balance programs
• Flexible hours, remote work options, and learning time off
• Generous vacation, wellness time off, and paid parental leave
• Comprehensive health benefits and employee assistance programs
• Life insurance, disability benefits, and retirement plans