Senior Technical Support Engineer

Key Responsibilities:

• Customer Technical Support : Serve as the primary technical point of contact for our clients, delivering responsive, empathetic, and precise technical support through help desk tickets, email, and direct communication channels.
• Issue Diagnosis & Escalation : Investigate and reproduce customer-reported issues, conduct thorough root-cause analysis, document comprehensive technical reports, and escalate actionable findings to the engineering team.
• Customer Enablement & Knowledge Development : Create, maintain, and enhance comprehensive user documentation, including step-by-step guides, knowledge base articles, and instructional video content to maximize customer success.
• Technical Development Contributions : Actively participate in software enhancements, bug resolution, internal tool development, and patch deployment using PHP, JavaScript, and PostgreSQL.
• Infrastructure & System Monitoring : Support platform stability by investigating server and database performance issues, leveraging Linux administration expertise to maintain optimal system health and reliability.

Required Qualifications:

• Professional Software Development Experienc e: Minimum 3 years of professional software development experience, preferably within a SaaS environment.
• Back-End Development Expertis e: Demonstrated proficiency with PHP and relational databases, specifically PostgreSQL.
• Front-End Development Knowledg e: Working knowledge of JavaScript, jQuery, HTML5, and CSS for troubleshooting and implementing minor enhancements.
• Linux Server Administratio n: Proficiency navigating the Linux command line interface, interpreting system logs, managing file permissions, and performing basic server troubleshooting.
• Customer-Centric Communicatio n: Exceptional written and verbal communication abilities with the capacity to translate complex technical concepts into accessible language for non-technical stakeholders.
• Problem-Solving Capabilit y: Strong analytical and troubleshooting skills with demonstrated ability to resolve issues independently and systematically.

Preferred Qualifications:

• Experience designing and implementing API integrations and webhook configurations.
• Proficiency with screen recording and video editing tools such as Loom or Camtasia for creating user documentation.
• Prior experience with ticketing and issue management systems including Zendesk, Jira Service Desk, or Freshdesk.

What We Provide:

• Competitive compensation package
• Flexible work arrangements
• Clear advancement opportunities across both technical support and engineering career paths
• Collaborative and supportive organizational culture