Staff Technical Support Engineer

About the role

Get ahead of the fire. Hunt down systemic risks and recurring failure patterns before they surface as a wave of tickets.

Own the hardest investigations. Take the ambiguous, business-critical, multi-system problems no one else can crack. Gather evidence, form and test hypotheses, reproduce the worst defects in lab environments, and follow the thread across application, infrastructure, and live customer environments until the true root cause is undeniable.

Shape how the platform is built and supported. Turn field patterns into influence: partner with Engineering, Product, and QA on roadmap decisions, define how issues move from customer to engineering, and carry the voice of the customer into product and infrastructure planning.

Requirements

• 8+ years in technical, customer-facing engineering roles, including senior or lead-level scope.
• A drive to solve difficult problems for their own sake – not just because it’s your job, but because you won’t be satisfied until your own curiosity is sated.
• A track record of getting ahead of problems and spotting systemic patterns, driving preventative fixes that measurably cut escalation volume.
• Comfort in ambiguity: you analyze complex, messy data, make high-stakes calls independently, and stay effective where there’s no runbook yet.
• Experience influencing product or engineering roadmaps from support and customer data.
• Deep troubleshooting across distributed systems, with a strong command of network architecture, infrastructure fundamentals and modern remote-diagnosis techniques.
• Advanced knowledge or expertise in some or all of: Linux, Kubernetes, Docker Compose, and SQL.
• You’ve made AI tools a default part of how you investigate, reason, and build, and you know how to validate and constrain what they produce rather than trust it blindly.

Qualifications

• You’ve owned a technical escalation process end-to-end and at scale from customer request through Engineering and Product.
• You’ve mentored, set technical standards that outlast any single problem, and advocated for customers across the entire org chart.

Skills

• Reasoning from evidence, not hunches: gather what the systems actually show, hold competing explanations honestly instead of forcing a tidy story, and follow the thread across code, infrastructure, and live customer environments until the real cause surfaces.
• Treat AI as a native part of how you work, leveraging the powerful tools available without losing the edge of human judgement required as you correlate across complex systems, reproduce a defect faster than anyone thought possible, or untangle multiple disparate root causes that others see as a unified whole.
• Don’t hoard what you learn: every hard-won diagnosis becomes something the whole team can stand on next time.

Benefits

• Competitive pay.
• Savings, schedule, and insurance options that promote long-term health and personal growth.
• Office environment designed for creativity and agility.
• Located in the heart of Philadelphia, with views of the city.

Pay

Details TBD.

Schedule

Remote work.