Senior Customer Care Technical Support Engineer
Core
Provide advanced-level technical oversight and manage high-severity escalations for the IT Service Desk, 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
Internal knowledge base of root cause analyses (RCAs) and actionable product improvements for the collectibles authentication platform.
Domain
SaaS platform for grading, authenticating, and selling collectibles (trading cards, autographs, coins, etc.)
Required skills
Technical Support Engineering, SRE, Tier 3 escalation, Identity Provider management (Descope, Okta), Networking fundamentals (DNS, TLS, Load Balancing), Advanced SQL, Scripting for automation, Observability tools (Datadog, Splunk), Ticketing systems (Zendesk, Jira, ServiceNow)
Preferred skills
Software Engineering or QA/Automation background, ERP/Financial tools (NetSuite, Navision)
Technologies
Datadog, Splunk, Descope, Okta, 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 customer reports.
Seniority
Senior, hands-on IC