Cenosco

Senior Technical Support Engineer

Cenosco

full-time

Posted on:

Location Type: Hybrid

Location: Houston • Texas • United States

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Job Level

Senior

About the role

  • Handle advanced, high-priority, and escalated customer issues with full ownership and independence
  • Troubleshoot complex technical problems across systems, integrations, environments, and data flows
  • Communicate with customers through written channels and occasional live calls, providing clear explanations and professional service
  • Take ownership of assigned customer accounts and ensure strong, long-term relationships
  • Mentor and support junior and mid-level Support Engineers by sharing knowledge, guiding troubleshooting, and improving team capabilities
  • Partner with Product and Engineering to analyze issues, escalate defects, and recommend long-term fixes
  • Drive support improvement initiatives - process optimization, automation ideas, documentation updates , tool enhancements
  • Lead or support cross-team projects (tooling rollout, onboarding improvements, system transitions)
  • Participate in on-call duties (5:00 PM – 10 :00 PM CT)
  • Contribute to current priorities such as Zendesk implementation, process development, and ticket backlog cleanup.

Requirements

  • 6 + years of experience in Technical Support, Application Support, or a customer-facing technical engineering role
  • Advanced troubleshooting skills across SaaS environments, integrations, and multi-component systems
  • Experience guiding other Support Engineers or acting as an internal escalation point
  • Ability to work independently, make decisions, and take ownership of complex problems
  • Strong customer focus and ability to handle challenging or sensitive cases with professionalism
  • Experience collaborating with Product and Engineering teams to resolve issues and improve product quality
  • Proactive mindset, operational maturity, and the drive to shape and grow the support function.
  • Excellent English communication skills (clear, confident, and customer oriented).
Benefits
  • Work in a fast-growing and interesting industry
  • Flexible work that best fits your needs and the role
  • Competitive compensation
  • Top-notch offices and equipment
  • Continuous improvement and learning opportunities to grow your career
  • Team activities, not the usual one just to look nice on social media but what our team choose and ask for
  • A great team of engaged passionate and helpful people
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
advanced troubleshootingSaaS environmentsintegrationsmulti-component systemsprocess optimizationautomationdocumentation updatestool enhancementsZendesk implementationticket backlog cleanup
Soft Skills
customer focusprofessionalismindependencedecision makingmentoringguiding troubleshootingcollaborationproactive mindsetoperational maturitycommunication