Sr Technical Support Engineer
Core
Senior Technical Support Engineer providing expert-level technical assistance, troubleshooting complex product issues, and acting as a trusted advisor to customers and resellers.
Role type
Senior IC Technical Support Engineer
Builds
Customer success and stability for global IT ecosystem products (SaaS, APIs, cloud, hardware)
Domain
IT Services / Cloud Infrastructure / SaaS
Deliverable
client delivery
Required skills
complex technical troubleshooting, root cause analysis, incident response, technical documentation, stakeholder management, trend analysis, scripting (Python/Shell), cloud services (AWS/Azure), web technologies, ticketing systems
Preferred skills
ITIL certification, Microsoft Azure certification, Docker/Kubernetes, SQL, virtualization
Technologies
AWS, Azure, GCP, Python, Shell, Bash, PowerShell, PHP, JSON, REST, OAuth, Apache, IIS, MySQL, MSSQL, PostgreSQL, DNS, HTTP, HTTPS, FTP, Linux, JIRA, Confluence, Docker, Kubernetes
Responsibilities
Respond to complex inbound technical service requests via phone and email; Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure; Reproduce issues, conduct root cause analysis, and collaborate with engineering on bug fixes; Create and maintain internal runbooks, FAQs, and technical documentation; Lead incident response or participate in on-call rotation for critical issues; Identify support trends and partner with Product & Engineering on long-term solutions; Log all issues and status updates in internal tracking systems; Support multiple cloud and hardware solutions; Contribute to the development of service desk processes; Interact with departments and vendors to provide timely resolutions; Triage issues to internal and external teams to meet SLOs.
Seniority
Senior, hands-on IC