Senior Backline Support Engineer
Core
Resolve complex technical escalations, diagnose issues across software/hardware/integrations, and provide technical guidance to improve support experiences.
Role type
Senior Backline Support Engineer
Builds
Improved support processes, technical documentation, and troubleshooting guides
Domain
SaaS platform for fleet management and physical operations
Deliverable
dashboards & analysis
Required skills
API troubleshooting, SQL, software debugging, root cause analysis, technical documentation, stakeholder communication
Preferred skills
Experience with web/mobile apps, hardware diagnostics, integration debugging
Technologies
Jira, Salesforce, Looker, Confluence, APIs, SQL
Responsibilities
Own complex escalations from frontline support, diagnose multi-layered technical issues, create bug reports and knowledge base content, coach frontline support teams, communicate with customers on high-impact issues
Seniority
Senior, hands-on IC
