Role Overview
This position is for a Senior Technical Support Engineer at Tier 3, responsible for resolving advanced technical challenges on a cloud-based Enterprise Technology Management platform. You will act as a primary technical resource for high-severity customer issues, diving deep into system behavior, integrations, and performance bottlenecks.
Key Responsibilities
- Lead resolution of escalated customer cases involving API failures, integration breakdowns, or workflow errors
- Conduct live troubleshooting sessions with customers to diagnose and resolve real-time issues
- Use cURL, Postman, and similar tools to test and validate REST API calls, including authentication methods like OAuth, API keys, and session-based flows
- Analyze HTTP response codes to pinpoint integration failures and guide corrective actions
- Query databases using SQL to extract diagnostic data and support root cause analysis
- Apply Jinja2 templating to build and maintain automation scripts for customer-specific workflows
- Review system logs to detect anomalies, trace errors, and implement fixes
- Collaborate with Engineering, Site Reliability, and Product teams during incident investigations
- Escalate unresolved Tier 2 issues to engineering with detailed documentation and context
- Keep internal knowledge bases updated with troubleshooting methods, solutions, and best practices
- Provide clear, structured updates to customers during ongoing technical incidents
Required Qualifications
- Minimum of three years in senior technical support, DevOps, or SRE roles supporting enterprise SaaS environments
- Proven ability to independently diagnose complex system issues and drive resolution
- Hands-on experience with REST APIs, including debugging bi-directional integrations
- Working knowledge of AWS infrastructure and cloud-native architectures
- Experience building and troubleshooting automated workflows and webhook configurations
- Familiarity with Jira and Zendesk for case and project tracking
- Strong written and verbal communication skills across technical and non-technical audiences
- Skilled in logical reasoning, critical thinking, and creative problem-solving under pressure
- Self-motivated learner capable of rapidly mastering new technologies
- Experience partnering directly with engineering teams during incident response cycles
Technical Environment
Tools and technologies include REST APIs, cURL, Postman, HTTP protocols, OAuth, Basic Auth, API key and signed request authentication, certificate management (self-signed and CA), SQL, Jinja2 templating, AWS cloud services, webhooks, Jira, and Zendesk.
Work Environment
This is a fully remote role with flexible scheduling. You’ll work across time zones in a global setup, supported by allowances for home office equipment. The company fosters a progressive culture focused on growth, innovation, and team input at all levels.
Benefits
- Comprehensive health coverage for employees, spouses, and dependents
- Dental and vision insurance
- Employee equity participation
- Pension plan, life insurance, and income protection
- Remote work flexibility and home office support
- Regular team workshops and social events
Culture & Growth
The organization values continuous learning and offers clear pathways for professional advancement. Top performers will have opportunities to influence team structure and contribute directly to strategic initiatives alongside leadership. This role operates within a fast-growing, venture-backed company that emphasizes scalable systems and customer-centric solutions.
