Senior Support Engineer - East Coast

## About the role Your Mission You are a Sr. Support Engineer that thrives on technical challenges and providing top-of-the-line technical Customer Support, with a focus on helping customers accomplish their goals. An exceptional work ethic is second nature to you, and you welcome a certain level of ambiguity. You enjoy figuring things out and take great pride in reaching creative solutions. You are well-rounded in written and verbal communication, yet quick and efficient with your time — applying ruthless prioritization to focus on the most impactful issues first. Documentation gaps don't scare you, and you are always seeking to improve your own experience and that of your customers. First and foremost, you want to leave things in better shape than you found them. You bring strong technical judgment and the ability to quickly become proficient in new technologies and domains. While deep expertise across every aspect of FOSSA, open source licensing, and modern software development practices is not expected from day one, you have demonstrated success learning independently, mastering complex concepts, and applying that knowledge to solve customer and business challenges. You are naturally curious, highly self-directed, and committed to continuous improvement in both technical and professional disciplines. Finally, you are a true team player. You want to partner with all parts of FOSSA, including Technical Services / Customer Success, Sales, Marketing, Product and Engineering to drive the kinds of outcomes that make FOSSA and our customers better. You have a nascent passion for open source and what it stands for in furthering software development and ultimately human advancement. You don't ever give up and embrace adversity while approaching difficulties head-on. ## Responsibilities (What you'll do) - Serve as a primary owner of the customer support intake process, ensuring timely triage, prioritization, and resolution of approximately 15–30 new customer issues per week while maintaining a high standard of customer communication and accountability. - Act as the primary customer advocate for a portfolio of complex support engagements, leading cross-functional coordination with Engineering and Product, influencing prioritization decisions, and driving issues to resolution while maintaining customer confidence through proactive communication and stakeholder management. - Think and act "customer-first", collaborating closely with all key parts of FOSSA - Improve our AI-powered ticket deflection system by updating documentation and feeding back information into the system - Address customer requirements to showcase how the product can meet their needs, and channel product feedback and feature requests to the product management organization - Occasionally attend trade shows, conferences, and meetups, representing FOSSA externally (up to 5%) ## Qualifications (What you'll bring) - 2-5+ years of experience supporting complex B2B SaaS platforms, with a demonstrated track