Senior Customer Care Technical Support Engineer

Senior Customer Care Technical Support Engineer Senior Customer Care Technical Support Engineer – IT Service Desk (short‑term assignment). Location & Onsite Requirement Onsite, 5 days per week at one of the following offices: Santa Ana, CA; Jersey City, NJ; Boca Raton, FL; Plano, TX. Collaborate closely with Customer Care, Core Engineering, and Product teams. What You’ll Do Act as a technical liaison to Engineering & Product teams, providing reproducible test cases, code‑level insights, and proposed fixes. Own the post‑mortem process for technical escalations, documenting complex RCAs and workarounds. Manage & prioritize high‑severity escalations based on business impact and SLA requirements, ensuring transparent communication with stakeholders. Analyze ticket patterns to identify technical debt or recurring product flaws, and advocate for “fix‑it” sprints with Product leadership. Design and deliver technical training or “office hours” for front‑line representatives. Utilize and improve monitoring/observability dashboards (Datadog, Splunk) to proactively identify issues. Who You Are 5+ years in Technical Support Engineering, SRE, or a Tier3 escalation role. Proven experience with Identity Providers such as Descope or Okta, and managing complex authentication flows. Strong grasp of networking fundamentals (DNS, TLS, Load Balancing) and their impact on SaaS performance. Advanced SQL skills for data forensics and scripting to automate repetitive support tasks. Excellent written & verbal communication – able to translate technical findings to non‑technical audiences. Experience with ticketing systems (Zendesk, Jira, ServiceNow) and a customer‑care or high‑touch service environment. Nice to Have Background in Software Engineering or QA/Automation. Knowledge of financial systems such as NetSuite or Navision. Compensation Hourly range: $41 – $67, based on location, level, prior experience, and skill set. Potential eligibility for bonuses, commissions, or other forms of compensation. Benefits (for full‑time employees) Health, Dental & Vision Insurance Fertility, commuter & educational assistance 401(k) matching plan Paid vacation & ten company paid holidays Employee discounts on selected grading services Flexible schedules available for many teams EEO Statement We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable law. If you require an accommodation to apply or interview due to a disability or special need, please View email address on click.appcast.io. #J-18808-Ljbffr Collectors Universe