Senior Enterprise Support Engineer
Core
Senior technical advisor for enterprise customers, owning complex issues from investigation to resolution and contributing to production incident response.
Role type
Senior Enterprise Support Engineer
Builds
Support playbooks, service-level agreements, escalation paths, and diagnostic runbooks
Domain
Enterprise SaaS, Cloud Infrastructure, Web Applications
Deliverable
client delivery
Required skills
SQL, Cloud log analysis (CloudWatch, Datadog, Splunk, Grafana, Loki), REST APIs, JSON, Webhooks, Microservices, Generative AI, Agentic coding tools, SSO/SAML/OAuth/Okta, GitHub code inspection
Preferred skills
Experience with web applications, databases, browser developer tools, strategy discussions with senior stakeholders
Technologies
CloudWatch, Datadog, Splunk, Grafana, Loki, GitHub, Okta, SAML 2.0, OAuth 2.0
Responsibilities
Own enterprise customer technical issues from initial contact through resolution; Lead video calls with senior customer stakeholders for strategy and incident de-escalation; Analyze SQL queries, logs, and code to identify root causes; Investigate and resolve incidents involving web apps, APIs, and microservices; Use generative AI to automate triage and develop self-service resources; Partner with Product and Engineering on product improvements
Seniority
Senior, hands-on IC
