Senior Technical Support Engineer

Responsibilities

• Own front-line technical triage of carrier integration issues across customer tickets, vendor APIs, asynchronous job pipelines, data stores, and operational tooling.
• Resolve complex, multi-system investigations and escalate engineering design changes with evidence bundles containing IDs, timelines, logs, and suspected layers.
• Debug Rippling’s production stack, including Django services, Python and Go, asynchronous jobs, MongoDB, Snowflake, and carrier vendor APIs.
• Build and maintain runbooks, operational dashboards, alerts, and internal tooling, including Retool workflows.
• Partner with Operations and Customer Experience to translate customer symptoms into engineering-quality hypotheses.
• Improve MTTR, ticket backlog, repeat incident rate, and software engineering escalation volume.
• Establish Support Engineering processes, SLAs, intake taxonomy, and queue governance.
• Mentor junior support engineers and participate in interview loops.
• Set standards for operational quality, runbook coverage, and observability.

Requirements

• 5–8+ years of experience in support engineering, operations engineering, SRE, or software engineering with a strong debugging and operational focus.
• Strong debugging skills across web services, queues or asynchronous jobs, and data stores.
• Comfort with Python and Go in a large codebase, including reading stack traces, adding logging, and writing scoped fixes under code review.
• Experience with REST APIs, webhooks, idempotency patterns, and API versioning.
• Familiarity with MongoDB or document stores and relational data warehouses such as Snowflake or BigQuery.
• Excellent written communication for customer-facing coordination and internal root-cause analysis documentation.
• Ability to thrive in an ambiguous environment while building a new function.
• Prior operations engineering, technical support, or forward-deployed engineering experience in a regulated or mission-critical domain.
• Experience building runbooks, internal tooling, or operational dashboards.

Nice-to-haves

• Benefits or insurance domain knowledge, including Insurance, EDI, or LDEX.
• Exposure to insurance carrier operations or broker workflows.
• Experience with Retool or internal admin consoles.
• Experience scaling operational engineering practices from 0 to 1.

Compensation and Benefits

• Benefits information is not specified in the provided description.