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 Confidential Jobs