Senior Support Engineer [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Engineer based in United States.

This role sits at the highest tier of technical support, acting as the final escalation point for complex and high-impact customer issues. You will investigate deep system behavior across application layers, including code, data, and infrastructure signals, to determine root causes and ensure lasting resolutions. The position blends analytical problem-solving, production data work, and cross-functional collaboration with engineering and product teams. You will play a critical role in maintaining system reliability and customer trust by resolving issues that cannot be handled at lower support tiers. The environment is highly technical, detail-driven, and focused on durable fixes rather than quick workarounds. This role also involves mentoring other support engineers and improving overall investigation quality across the function. You will be expected to operate with strong ownership, judgment, and precision in high-pressure scenarios.

Accountabilities:

• Lead end-to-end root cause analysis for complex escalations, isolating issues across services, workflows, and data layers to determine underlying system behavior.
• Investigate and validate product defects using logs, telemetry, API behavior, and environment replication to distinguish bugs from configuration or workflow issues.
• Read and interpret C# and .NET application code to trace execution paths and identify sources of unexpected behavior.
• Write safe and efficient SQL queries to diagnose data issues, review execution impacts, and design remediation plans for production environments.
• Operate within production safety guidelines, evaluating risks and reviewing mitigation or rollback strategies before execution.
• Monitor production alerts, respond to incidents, and coordinate with engineering and stakeholders during critical system events.
• Create clear, well-structured tickets with full reproduction steps, impact scope, and technical context for engineering teams.
• Improve escalation quality by reviewing Tier 2 work, identifying recurring issues, and contributing to systemic fixes.
• Build lightweight automation, scripts, and tooling to reduce repetitive investigation and remediation work.
• Lead or support incident response efforts, providing timelines, synthesis of signals, and mitigation actions when required.
• Communicate clearly with customers and internal teams, translating complex technical issues into actionable updates.
• Mentor peers and contribute to raising technical standards across the support organization.

Requirements:

• 5+ years of experience in technical support engineering, application support, or a similar B2B SaaS environment, with deep escalation ownership experience.
• Strong SQL expertise, including safe query design, understanding execution plans, and experience with stored procedures or equivalent data-layer logic.
• Ability to read and understand C# and .NET code, including class structure, control flow, and debugging logic (not required to write production code).
• Proven experience conducting structured root cause analysis and documenting findings clearly and logically.
• Strong written and verbal communication skills, especially for technical documentation and customer-facing updates.
• Systems thinking mindset with the ability to identify recurring issues and propose long-term solutions.
• Ability to manage workload independently, maintain case progress, and ensure timely customer communication.
• Calm and professional approach to high-pressure customer escalations and incident situations.
• Natural mentoring ability and willingness to support the growth of other engineers.
• Curiosity and strong motivation to understand complex software systems and debug difficult problems.
• Bonus: experience with Microsoft SQL Server, Datadog, Elastic, Azure tools, Salesforce, Kusto/KQL, or integration-heavy environments.

Benefits:

• Competitive base salary ranging from $107,000 to $120,000 USD
• Company-paid medical coverage for employees and eligible dependents
• Dental and vision insurance coverage
• 401(k) with company matching
• Flexible Spending Account options
• Up to 8 weeks of paid parental leave
• Flexible Time Off with an encouraged 4-week minimum usage
• Work-from-home stipend and remote-first setup
• Equity opportunities and performance-based compensation components
• Strong emphasis on internal growth and career progression
• Collaborative, high-performing, and feedback-driven culture

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.