Senior Support Engineer

As the senior technical anchor for enterprise support, the full-time remote Senior Support Engineer will manage complex customer issues end-to-end, ensuring high-quality support while defining processes for triage, escalation, and feedback integration with product and engineering teams. Key responsibilities Serve as the senior technical point of contact for enterprise customers, resolving complex issues swiftly and clearly Diagnose and triage technical problems, reading logs and traces to isolate root causes and provide solutions Define and manage support SLAs, severity levels, and escalation paths to enhance the quality of support provided Required qualifications 5+ years of experience in technical support or a similar customer-facing technical role Strong technical skills, including the ability to read logs, stack traces, and navigate Python and command line Familiarity with LLMs, agents, or developer tools, or the ability to quickly learn and use the product Experience in defining support processes such as triage rules and escalation paths Empathetic and patient, with the ability to work independently in a fast-paced remote environment