Technical Support Engineer

Collectors

Technical Support Engineer handling advanced escalations for Collectors, which grades, authenticates, vaults, and sells collectibles. Driving root-cause analysis, observability, and product improvements across IT, Customer Care, and Engineering.

Posted 8/12/2026full-timeSanta Ana • California, Florida, New Jersey, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $41 - $67 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced technical oversight and diagnostic expertise in managing high-severity escalations, ensuring effective communication with stakeholders and delivering comprehensive root cause analyses. Proficient in utilizing monitoring tools and automating support tasks to enhance operational efficiency.

Highest-signal resume keywords

Technical Support EngineeringAdvanced SQL SkillsIdentity Providers (Descope, Okta)Networking Fundamentals (DNS, TLS, Load Balancing)Ticketing Systems (Zendesk, Jira, ServiceNow)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced SQLScripting for AutomationComplex Authentication FlowsTechnical OversightRoot Cause Analysis

Soft Skills

Excellent Written CommunicationExcellent Verbal Communication

Tools & Technologies

DatadogSplunkZendeskJiraServiceNow

Industry Keywords

Technical SupportCustomer CareHigh-Touch Customer ServiceERP Tools (NetSuite, Navision)SRE

Tech Stack

Tools & technologies

DNSERPServiceNowSplunkSQL

About the role

Key responsibilities & impact

Provide advanced-level technical oversight for complex platform challenges
Manage high-level support requests requiring specialized diagnostic expertise
Ensure escalations result in comprehensive remediation and systematic knowledge gathering
Act as a technical partner to Engineering and Product teams by providing reproducible test cases, code-level insights, and proposed fixes
Own the post-mortem process for technical escalations and document complex root cause analyses and workarounds
Manage and prioritize high-severity escalations based on business impact and SLA requirements
Communicate transparently with stakeholders during incidents
Analyze ticket patterns to identify technical debt or recurring product flaws
Advocate for fix-it sprints with Product leadership
Design and deliver technical training or office hours for front-line representatives
Utilize and improve Datadog/Splunk monitoring and observability dashboards
Assist with developing the new function within the IT Service Desk team while supporting Customer Care
Serve as the link between Customer Care and Core Engineering, turning technical incidents into documented RCAs and product improvements

Requirements

What you’ll need

5+ years in Technical Support Engineering, SRE, or a specialized Tier 3 escalation role
Proven experience with identity providers such as Descope or Okta
Experience managing complex authentication flows
Strong grasp of networking fundamentals, including DNS, TLS, and load balancing
Advanced SQL skills for data forensics
Experience using scripting to automate repetitive support tasks
Ability to translate code-level findings into executive-friendly summaries
Previous experience in a Customer Care or high-touch Customer Service environment
Excellent written and verbal communication skills
Experience with ticketing systems such as Zendesk, Jira, or ServiceNow
Familiarity with ERP or financial tools such as NetSuite or Navision is a plus
Previous Software Engineering or QA/Automation experience is nice to have but not required
Candidates must be authorized to work in the United States

Benefits

Comp & perks

Medical, Dental, and Vision insurance
Fertility assistance benefits
Commuter assistance benefits
Educational assistance benefits
Competitive 401k matching plan
Paid vacation
Ten company paid holidays
Discounts on select grading services for approved submissions
Flexible schedules with varying shifts
Celebrations, holiday events, and team building activities