Technical Support Engineer

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 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 Core Competencies 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 Engineering Advanced SQL Skills Identity Providers (Descope, Okta) Networking Fundamentals (DNS, TLS, Load Balancing) Ticketing Systems (Zendesk, Jira, ServiceNow) ATS Optimization Keywords Hard Skills Advanced SQL Scripting for Automation Complex Authentication Flows Technical Oversight Root Cause Analysis Soft Skills Excellent Written Communication Excellent Verbal Communication Industry Keywords Technical Support Customer Care High-Touch Customer Service ERP Tools (NetSuite, Navision) SRE Tools & Technologies Datadog Splunk Zendesk Jira ServiceNow #J-18808-Ljbffr