Senior Customer Care Technical Support Engineer
Core
Senior Technical Support Engineer providing advanced-level oversight for complex platform challenges, acting as a critical link between Customer Care and Core Engineering to ensure comprehensive remediation and systematic knowledge gathering.
Role type
Senior IC Technical Support Engineer (Tier 3 Escalation)
Builds
SaaS platform stability and reliability for the collectibles grading and authentication ecosystem
Domain
Fintech / Collectibles Authentication / SaaS Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Advanced SQL for data forensics, scripting for automation, networking fundamentals (DNS, TLS, Load Balancing), Identity Provider management (Okta, Descope), observability tooling (Datadog, Splunk), ticketing systems (Zendesk, Jira, ServiceNow)
Preferred skills
ERP/financial tools (NetSuite, Navision), software engineering or QA background
Technologies
Datadog, Splunk, Okta, Descope, NetSuite, Navision, Zendesk, Jira, ServiceNow
Responsibilities
Act as a technical partner to Engineering and Product teams providing reproducible test cases and code-level insights; Own the post-mortem process for technical escalations documenting complex RCAs; Manage and prioritize high-severity escalations based on business impact and SLA requirements; Analyze ticket patterns to identify technical debt or recurring product flaws; Design and deliver technical training for front-line representatives; Utilize and improve monitoring/observability dashboards to identify issues before they are reported by customers
Seniority
Senior, hands-on IC