Senior Technical Support Engineer
Provides hands-on technical support for enterprise customers using SDK and cloud products, reproducing bugs, debugging incidents, and coordinating escalations with engineering and product teams. Requires 3–5+ years of technical support or software engineering experience, strong troubleshooting skills, and a bachelor's degree or equivalent experience.
About the job
Responsibilities
- Reproduce, debug, and escalate technical issues in partnership with Engineering and Product.
- Act as a technical expert and initial escalation point for SDK and Cloud products.
- Work directly with developers to provide guidance and resolve complex issues.
- Respond to live escalations and production incidents, coordinating with internal teams and customer stakeholders.
- Participate in a 24/7 on-call rotation to support critical customer needs.
- Collaborate with Engineering to communicate incident status and contribute to root cause analyses.
- Build tools and automation to improve support workflows and reduce response time.
- Use AI and other tools to create self-service opportunities for routine incidents.
- Advocate for customer needs and influence product improvements based on real-world feedback.
- Continuously sharpen troubleshooting skills through exposure to challenging technical problems.
Requirements
- 3–5+ years of experience in technical support engineering or software engineering roles.
- Ability to translate complex and ambiguous problem sets into clear hypotheses and solutions.
- Deep experience in at least one relevant subject area, such as operating systems, cloud infrastructure, Kubernetes, networking, databases, or distributed systems.
- Bachelor's degree in Computer Science or similar experience.
- Ability to read and follow code and GitHub commits to understand recent changes.
- Customer-facing soft skills, including active listening, customer empathy, and expectation-setting.
Nice-to-haves
- Prior experience in a hyper-growth company.
- Passion for building support functions and enablement from 0 to 1.
- Track record of building strong relationships with Fortune 500 companies.
Compensation and Benefits
- Competitive salary and meaningful equity.
- Benefits vary by region.
- Flexible time off for all employees.
- Remote work, with access to the Atlanta office as an optional workplace or meeting location.
Skills
SDKs, Cloud Infrastructure, Kubernetes, Networking, Databases, Distributed Systems, Operating Systems, GitHub, AI, Automation
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