Rockefeller Philanthropy Advisors is seeking a Senior Support Engineer to provide expert technical support to customers in a fast-paced, distributed software environment. You’ll play a key role in resolving complex technical issues and collaborating across teams to drive improvements.
What You'll Do
- Provide expert technical support to customers, ensuring issues are resolved within SLA commitments.
- Maintain and strengthen strong relationships with customers through effective communication and follow-up.
- Collaborate with multi-cultural, geographically distributed teams to ensure consistent service delivery.
- Continuously improve support processes and workflows for efficiency and enhanced customer experience.
- Administer and troubleshoot production environments and software systems.
- Contribute to team initiatives, such as building and delivering training materials and participating in projects.
What We're Looking For
- 5+ years of proven experience in technical support within a software or SaaS environment.
- Technical background in IT, network engineering, software engineering, or related fields.
- Customer-first mindset with strong interpersonal and communication skills in English.
- Experience with Linux/Unix systems, APIs, databases, and search technologies.
- Knowledge of distributed systems and SaaS platforms.
- Proven ability to administer and troubleshoot software in production environments.
- Highly collaborative, adaptable, and capable of contributing to team success.
- Continuous learner, with a demonstrated commitment to developing technical skills.
Nice to Have
- Familiarity with Knowledge Centered-Services (KCS).
- Experience with networking, load balancers, Kubernetes, or message brokering platforms (e.g., Kafka).
Technical Stack
- Linux/Unix systems
- APIs
- Databases
- Search technologies
- Distributed systems
- SaaS platforms
- Kubernetes
- Kafka
Team & Environment
You will join a dynamic and collaborative global support team.
Benefits & Compensation
- Flexible remote or hybrid working options.
- Competitive salary based on experience.
- Comprehensive health coverage (subject to location).
- Generous vacation allowance and parental leave policies.
- Volunteer time off and company donation matching programs.
- Professional development and training support.
- Inclusive and diverse work environment.
- Flexible scheduling to balance work and personal life.
Work Mode
This is a remote position based in the United Kingdom.
Rockefeller Philanthropy Advisors is an equal opportunity employer committed to fostering a diverse and inclusive work environment.
