Senior Enterprise Support Engineer

This is a fully remote position, open to applicants in New York.

📋 Description

• Lead client engagements with enterprise-level accounts and offer technical and consultative support during live video sessions.

• Identify workflow challenges and convert business needs into effective technical solutions.

• Manage high-pressure account de-escalations involving enterprise executives and engineering leaders.

• Investigate, replicate, and resolve production issues across web applications, REST APIs, webhooks, microservices, and databases.

• Execute queries on SQL databases, analyze logs from CloudWatch/Datadog/Splunk, trace JSON payloads, and review GitHub source code to determine root causes.

• Configure, test, and implement autonomous AI agents to analyze logs, streamline triage workflows, and create self-service knowledge bases.

• Maintain technical relationships with enterprise accounts.

• Assist in establishing support infrastructure, service level agreements (SLAs), incident escalation procedures, and diagnostic runbooks.

• Collaborate with Product and Engineering leadership to convert recurring customer challenges into product specifications, bug fixes, and feature enhancements.

⛳️ Requirements

• A minimum of 4 years of experience in technical support, support engineering, QA, solutions engineering, or a related hands-on technical position.

• Demonstrated experience in presenting to and advising enterprise stakeholders during live video calls.

• Exceptional verbal and written communication abilities.

• High energy and proactive communication style, with a readiness to tackle ambiguous situations.

• Personal accountability for client outcomes.

• Proficient in writing SQL queries to examine relational and cloud databases.

• Practical experience in conducting cloud log analysis using CloudWatch, Datadog, Splunk, Grafana, or Loki.

• Understanding of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools.

• Familiarity with enterprise authentication protocols such as SSO, SAML 2.0, OAuth 2.0, and Okta.

• Regular practice with generative AI and agentic coding tools like Claude Code, Cursor, ChatGPT, and Copilot.

🏝️ Benefits

• Gain exposure to intricate enterprise environments, state-of-the-art AI products, and rapid product cycles.

• Enjoy real ownership and a direct impact from the very first day.

• Opportunity for rapid growth and learning about the deployment of large-scale AI systems.

• Chance to influence and enhance the experience of significant enterprise customers.