Senior Customer Care Technical Support Engineer

Senior Customer Care Technical Support Engineer

We're currently looking for a Senior Customer Care Technical Support Engineer to join the IT Service Desk team for a short-term assignment. You will be responsible for providing advanced-level technical oversight for complex platform challenges. In this capacity, you manage high-level support requests that require specialized diagnostic expertise. Your primary objective is to ensure that every escalation results in comprehensive remediation and the systematic gathering of knowledge. You serve as the critical link between Customer Care and Core Engineering, transforming intricate technical incidents into documented root cause analyses (RCAs) and actionable product improvements that enhance the long-term stability of our ecosystem.

This role reports into the Manager, IT Service Desk, Alex Romero. This position will be a short-term assignment (approximately 6 months) that will allow you to train and upskill within the IT Service Desk team while supporting the Customer Care function. Time in this role may vary depending on the needs of the business, but is estimated to be six (6) months from assignment start date. Once this assignment is complete, you will have the opportunity to transfer back to your current (or similar) role.

What You'll Do:

• Engineering Liaison: Act as a technical partner to Engineering and Product teams, not just reporting bugs but providing reproducible test cases, code-level insights, and proposed fixes.
• Root Cause Leadership: Own the post-mortem process for technical escalations, documenting complex RCAs and workarounds to build a robust internal knowledge base
• Strategic Incident Management: Manage and prioritize high-severity escalations based on business impact and SLA requirements, ensuring transparent communication with stakeholders.
• Systemic Improvement: Analyze ticket patterns to identify technical debt or recurring product flaws, proactively advocating for "fix-it" sprints with Product leadership.
• Technical Mentorship: Design and deliver technical training or "office hours" for front-line representatives to improve their diagnostic skills and reduce escalation rates.
• Observability & Tooling: Utilize and improve monitoring/observability dashboards (Datadog/Splunk) to identify issues before they are reported by customers.

Who You Are:

• 5+ years in Technical Support Engineering, SRE, or a specialized Tier 3 escalation role
• Proven experience with Identity Providers like Descope or Okta, and managing complex authentication flows.
• Infrastructure Knowledge: Strong grasp of networking fundamentals (DNS, TLS, Load Balancing) and how they impact SaaS application performance.
• Advanced SQL skills for data forensics and experience using scripting to automate repetitive support tasks.
• Communication: Ability to translate highly technical "code-level" findings into executive-friendly summaries for non-technical leadership.
• Familiarity with ERP or financial tools such as NetSuite or Navision is a plus.
• Previous experience in a Customer Care or high-touch Customer Service environment.
• Excellent written and verbal communication skills — able to convey technical concepts to non-technical audiences.
• Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Nice to have (but not required):
• Development Background: Previous experience in Software Engineering or QA/Automation.
• ERP Expertise: Specialized knowledge of integrating financial systems like NetSuite or Navision.

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