Senior Technical Support Engineer

Kforce is supporting a client that is looking for a Senior Technical Support Engineer to support a complex enterprise analytics platform used by internal teams, external partners, and large organizations integrating through APIs. Responsibilities:

• Serve as a Tier 1/Tier 2 escalation point for internal users and external partners
• Investigate and resolve complex technical issues related to APIs, platform functionality, data discrepancies, and telemetry
• Analyze logs and system behavior to determine root causes and recommend solutions
• Escalate confirmed defects to engineering teams and help validate fixes
• Create and maintain troubleshooting guides, knowledge base content, and support documentation
• Help improve support workflows, intake processes, and SLA tracking
• Perform deep-dive investigations using SQL and other data analysis tools
• Validate data accuracy and business logic across multiple systems
• Identify trends, anomalies, usage patterns, and data inconsistencies
• Serve as a trusted technical resource when data disputes or customer-reported discrepancies arise
• Develop and maintain operational dashboards and reports
• Analyze platform usage, adoption trends, and API consumption metrics
• Provide actionable insights that help product and business teams make data-driven decisions
• 5+ years of experience in Technical Support, Application Support, Production Support, Systems Analysis, or similar roles
• Strong experience troubleshooting APIs and system integrations
• Hands-on experience with SQL and data analysis
• Experience investigating complex technical issues across multiple systems
• Familiarity with telemetry, monitoring, logging, and distributed systems
• Experience supporting SaaS or enterprise platform environments
• Strong root cause analysis and problem-solving skills
• Ability to communicate technical concepts to both technical and non-technical audiences
• Experience partnering with engineering, product, and operations stakeholders