Senior Technical Support Engineer

MeridianLink

Senior Technical Support Engineer at MeridianLink resolving complex technical issues and collaborating with product teams. Leading escalations and providing support for client-facing challenges in a SaaS environment.

Posted 6/19/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $92,960 - $130,000 per yearWebsite

Tech Stack

Tools & technologies

JavaJavaScriptPythonSQL

About the role

Key responsibilities & impact

Serves as the final escalation point within Support for the most complex, technically ambiguous issues, owning resolution end-to-end, including communication to all internal and client stakeholders
Investigates and triages inbound Jira tickets submitted to Product and Development, performing root cause analysis to determine whether issues represent bugs, configuration errors, data anomalies, or integration failures—deflecting tickets that can be resolved within Support
Executes targeted SQL queries against client and application databases to diagnose data integrity issues, validate system behavior, and identify the source of discrepancies reported by clients or Tier 1/2 teams
Analyzes application logs, API call logs, and integration event traces to reconstruct failure scenarios, isolate root causes, and produce clear technical summaries for Engineering and Product when escalation is warranted
Reads and interprets source code (C#, SQL, JavaScript, Java, Python) to understand system behavior, validate expected outcomes, and identify defects or unintended logic without requiring developer assistance
Authors detailed, structured Jira tickets when escalation to Product or Development is genuinely required, including reproduction steps, log excerpts, database findings, and a clear statement of support investigation performed
Partners closely with Product Management and Engineering to communicate support- impact of known defects, advocate for prioritization of client-affecting bugs, and track resolution timelines
Develops and maintains deep subject matter expertise across MeridianLink’s product suite, including LOS, consumer banking, and third-party integration frameworks (e.g., Authorize.net, Nautilus, core banking connectors)
Leads internal knowledge transfer sessions for Support teams on newly released features, known defects, and technical workarounds; contributes to and reviews knowledge base articles for technical accuracy
Participates in after-hours emergency on-call coverage rotation for critical production issues
Mentors Tier 1 and Tier 2 Software Support Analysts, building the team’s technical diagnostic capability and reducing escalation volume over time
Represents Support in cross-functional technical reviews, sprint planning input sessions, and Product roadmap discussions as a voice of the client and support organization
Supports warm handoff transition calls from Professional Services project engagements, ensuring technical continuity as clients move into steady-state support
Contributes to accomplishment of team and organizational support KPIs including deflection rate, escalation quality, and time-to-resolution on Tier 3 cases
Performs other projects and duties as assigned

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Information Systems, or a related technical field; or equivalent hands-on experience in a software support, QA, or development-adjacent role
5+ years of experience in technical support, with a minimum of 2 years in a Tier 2 or Tier 3 capacity within a SaaS or fintech environment
Proficient in SQL with demonstrated ability to write and execute complex queries for diagnostic purposes; experience with SQL Server preferred
Demonstrated ability to read and navigate application code (C#, Java, Python, or similar) to understand business logic, trace execution paths, and identify defect candidates without full developer context
Experience analyzing application logs, API payloads, and event streams to reconstruct failure sequences and identify root causes
Working knowledge of credit application, loan origination, underwriting, and core banking processes as they relate to MeridianLink product behavior
This position requires hands-on proficiency with SQL, application and API log analysis, and the ability to read and interpret source code across multiple languages.
Strong communication skills and a structured, investigative mindset are essential to succeeding in this role.

Benefits

Comp & perks

Insurance coverage (medical, dental, vision, life, and disability)
Flexible paid time off
Paid holidays
401(k) plan with company match
Remote work

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLC#JavaPythonJavaScriptAPI analysisapplication log analysisroot cause analysisdiagnostic queriesdata integrity

Soft Skills

communicationinvestigative mindsetmentoringcollaborationknowledge transferproblem-solvingtechnical writingteam leadershipclient advocacyorganizational skills