Act as a top-tier escalation point for the most complex or high-impact customer issues.
Rearchitect solutions to ensure ongoing scalability and supportability.
Diagnose and troubleshoot deep technical problems across integrations, performance, infrastructure, or configuration.
Work directly with customers to resolve critical incidents and restore business continuity.
Partner with Engineering, Product, QA, Professional Services, and Customer Success teams to resolve bugs, influence product improvements, and advocate for customer needs.

Requirements

8+ years of experience in technical support, systems engineering, or software development for a SaaS or enterprise software company.
Experience with support systems (e.g., Salesforce, Jira) and monitoring/logging tools.
Deep technical expertise in relevant domains (e.g., cloud infrastructure, databases, APIs, application architecture, or specific product stack).
Proven ability to handle escalations and engage with executive-level stakeholders.

Benefits

Eligible for employee equity
Discretionary bonus compensation
Participate in employee benefits plans and programs

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical supportsystems engineeringsoftware developmentcloud infrastructuredatabasesAPIsapplication architecturesupport systemsmonitoring toolslogging tools

Soft Skills

escalation managementcustomer advocacyproblem-solvingcollaborationcommunicationstakeholder engagementincident resolutionbusiness continuity