Senior Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the incident commander for P1/P2 incidents, offering direction, making real-time decisions, coordinating technical resources, and ensuring prompt resolution.

• Maintain ongoing communication with stakeholders throughout the lifecycle of the incident.

• Oversee the resolution of intricate technical challenges across EDI, API, and SFTP environments.

• Perform root cause analyses and implement preventive measures to minimize recurring issues and enhance first-time resolution rates.

• Monitor support workloads and engage when tickets are stalled, need escalation, or are at risk of breaching SLAs.

• Ensure alerts and tickets are owned, prioritized, and progressed until resolution.

• Lead backlog reviews, enhance queue health, and formulate action plans for aging or complex cases.

• Identify systemic issues and coordinate comprehensive resolutions while improving ticket quality and documentation practices.

• Mentor engineers in troubleshooting, incident management, root cause analysis, and operational best practices.

• Offer technical guidance and feedback to bolster team capability and decrease unnecessary escalations.

• Spot opportunities to enhance alert tuning, SOP maturity, and automated resolution capabilities.

• Utilize AI, automation, and process enhancements to minimize operational noise and boost efficiency.

• Track operational metrics including P1/P2 MTTR, escalation effectiveness, issue recurrence, backlog aging, ticket quality, automation adoption, and team capability.

• Spearhead continuous improvement initiatives based on operational data.

⛳️ Requirements

• 9+ years of relevant experience, featuring substantial hands-on expertise with EDI technologies and enterprise integrations.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.

• Profound knowledge of EDI mapping, transformation, and standards, including ANSI X12 and EDIFACT.

• Experience in transforming data across EDI, XML, flat-file, and spreadsheet formats.

• Strong understanding of integration and file transfer protocols, including AS2, FTP/FTPS, SFTP, and HTTP/HTTPS.

• Demonstrated ability to troubleshoot complex integration issues, conduct root cause analysis, and devise solutions to prevent recurrence.

• Strong analytical and problem-solving abilities, capable of navigating complex or ambiguous technical challenges.

• Exceptional communication and collaboration skills, with the ability to engage with technical teams, business stakeholders, and leadership.

• A collaborative mindset and readiness to mentor, guide, and support fellow engineers.

• Comfortable utilizing AI-enabled tools, applying AI judiciously, adapting to evolving AI capabilities, identifying opportunities for AI and automation, and using AI responsibly in accordance with the AI Acceptable Use Policy.

• Experience in a B2B/EDI Support Role (Nice to Have).

🏝️ Benefits

• Comprehensive Healthcare + Dental + Vision plans.

• Flexible Paid Time Off (PTO).

• A supportive culture that promotes Life-Work balance.

• 401k matching.

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

• Employee Assistance Program.

• Paid Parental Leave.

• Remote work environment.

• Opportunities for accelerated title and salary growth.

• A fun and energetic workplace that makes you excited to come to work each day.