Senior Support Engineer - East Coast
Core
Senior Support Engineer providing top-of-the-line technical Customer Support for B2B SaaS platforms, focusing on triage, resolution, and acting as a customer advocate.
Role type
Senior Support Engineer
Builds
Customer support processes, documentation, and AI-powered ticket deflection systems
Domain
B2B SaaS, Open Source Licensing
Deliverable
client delivery
Required skills
Technical judgment, ability to learn new technologies quickly, ruthless prioritization, cross-functional coordination, proactive communication, stakeholder management, documentation improvement, product feedback channeling
Preferred skills
Passion for open source, self-directed learning, continuous improvement
Technologies
FOSSA, open source licensing, modern software development practices, AI-powered ticket deflection systems
Responsibilities
Serve as primary owner of customer support intake process, triage and resolve 15–30 new customer issues per week, act as primary customer advocate for complex support engagements, improve AI-powered ticket deflection system by updating documentation, address customer requirements and channel product feedback to product management, represent company at trade shows and conferences
Seniority
Senior, hands-on IC
