Kasada

Senior Technical Support Engineer

Job Description

We are looking for a Senior Technical Support Engineer who thrives in a problem-solving environment, communicates effectively, and can confidently navigate complex technical issues. This role is critical to ensuring our customers' success by delivering high-quality support and technical guidance. You will be the bridge between our customers and internal teams, providing insight into technical challenges while ensuring a seamless support experience.


Key Responsibilities:
  • Provide high-quality technical support through multiple channels, ensuring an excellent customer experience.
  • Troubleshoot complex issues related to networking, web applications/mobile SDK, APIs, and cloud-based architectures.
  • Diagnose problems by analyzing logs, network requests, and error messages to identify root causes.
  • Clearly document findings, solutions, and workarounds for both customers and internal teams.
  • Work closely with Product and Engineering teams to provide customer feedback and influence product improvements.
  • Contribute to knowledge base articles, documentation, and internal support tools to enhance self-service capabilities.
  • Collaborate with cross-functional teams (Customer Success, Sales, Engineers and Product) to drive customer success initiatives.
  • Identify common issues and develop proactive strategies for resolution.

    • Required Skills & Experience:
  • Qualifications
  • 5+ years experience in a highly technical support role, preferably in a software environment with Javascript troubleshooting experience
  • A Bachelor's Degree or higher in Computer Science/Information Technology, or equivalent demonstrated experience.

  • Communication & Problem-Solving
  • Strong ability to communicate clearly, concisely, and professionally in written and verbal form.
  • Ability to outline technical reasoning effectively when explaining solutions.
  • Capable of staying focused under pressure while working with customers to resolve time-sensitive issues efficiently.
  • Ability to ask the right questions to gather information quickly and efficiently.
  • Technical Expertise

  • Web and Networking Fundamentals:
  • Strong understanding of HTTP, request/response.
  • Ability to differentiate between client-side vs. server-side issues using tools like browser developer tools, curl, and Postman.

  • Cloud & Proxy Infrastructure:
  • Familiarity with CDNs, Reverse Proxies, Firewalls,and how network flows impact security and application behavior.
  • Ability to diagnose issues with load balancers, API gateways, and cloud networking.

  • Troubleshooting & Debugging:
  • Demonstrated expertise in rapidly diagnosing errors and identifying their source within a distributed system.
  • Excellent troubleshooting skills to efficiently resolve issues without unnecessary deep dives.
  • Experience analyzing logs, network traces, and debugging web/mobile app issues.

  • Code Analysis:
  • Experience reading and writing code in JavaScript and at least one other typed language
  • Understanding of basic software architecture principles, including best practices and trade-offs.
  • Familiarity with Git and version control workflows.

  • Mobile App Awareness (Bonus):
  • Awareness of different mobile application types (native, hybrid, WebView) and how they handle network requests.
  • Basic understanding of mobile debugging tools (e.g., Charles Proxy, Wireshark, or browser developer tools for mobile debugging).

    • Apply Now
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