Job Description

Role Summary

The Senior Technical Support Engineer provides the highest level of technical expertise, leading resolution of complex, high-impact, or sensitive customer issues. This role drives systemic problem management, mentors across levels, and partners closely with Engineering, Product Management, and Leadership to improve product quality and support effectiveness.

This position reports to the Manager, Technical Support.

What You'll Do

Primary Responsibilities

Own and lead resolution of escalated, high-severity, or cross-system customer issues.

Conduct in-depth root cause analysis and drive permanent fixes in partnership with Engineering.

Participate in incident response and post-incident reviews, including documentation and recommendations.

Act as a technical authority and mentor for other Technical Support Engineers.

Identify patterns and systemic issues, reducing future case volume and customer impact.

Represent the voice of the customer through defect triage, VoC forums, and product feedback loops.

Define and improve support playbooks, escalation paths, and diagnostic standards.

Share product expertise by building and maintaining the team’s product knowledge base and contributing to new hire onboarding.

Scope & Accountability

Makes risk-informed decisions that balance customer impact, technical complexity, and business context.

Operates with broad autonomy and influences across teams.

Impact is organizational and strategic, improving support scalability and product quality.

What We're Looking For

Post-secondary education in Computer Science, Engineering, or have equivalent experience.

5+ years’ experience in advanced technical support, systems engineering, or a related field.

Deep expertise in supported products, integrations, and system architecture as evidenced by 2+ Magnet certifications or equivalent industry experience.

Superior written and verbal communication skills with a customer-first mindset.

Strong incident management, root cause analysis, and cross-functional leadership skills.

Experience mentoring engineers and setting technical standards.

Industry-recognized AI, Cloud, or networking certifications and introductory programming experience preferred.

Experience with Salesforce Service Cloud, Communities, and Knowledge.

May be required to travel to meet the responsibilities of the position

Apply Now

Bookkeeper & Accounting Support Specialist - (Multi-Client)

Bookkeeper & Accounting Support Specialist – (Multi-Client)Location: Remote (Work from Home)Schedule: Monday – Friday | 9:00 AM – 6:00 PM (PST, CST, EST)Compensation: $1,

ops
non tech
html
css
customer support