Senior Technical Support Engineer

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

📋 Description

• Replicate, troubleshoot, and escalate technical issues in collaboration with Engineering and Product teams.

• Act as a technical authority and primary escalation contact for SDK and Cloud offerings.

• Collaborate closely with developers to offer guidance and resolve intricate challenges.

• Address live escalations and manage production incidents effectively.

• Liaise with internal teams and customer stakeholders during incident management.

• Engage in a 24/7 on-call rotation as part of the support team.

• Communicate the status of incidents and assist in conducting root cause analyses.

• Create tools and automate processes to enhance support workflows and minimize response times.

• Leverage AI and other technologies to develop self-service solutions for routine incidents.

• Champion customer requirements and advocate for product enhancements based on user feedback.

• Cultivate troubleshooting capabilities through exposure to challenging technical scenarios.

⛳️ Requirements

• 3–5+ years of experience in technical support engineering or software engineering positions.

• Proficient in translating complex and ambiguous challenges into clear hypotheses and actionable solutions.

• Extensive experience in at least one relevant domain, including Operating Systems, Cloud Infrastructure, Kubernetes, Networking, Databases, or Distributed Systems.

• Bachelor’s degree in Computer Science or equivalent experience.

• Proficient in reading and following code and GitHub commits to comprehend recent updates.

• Strong customer-facing abilities, including active listening, empathy, and effective expectation management.

• Prior experience in a fast-paced, hyper-growth environment (preferred).

• Enthusiasm for establishing support functions and enablement from the ground up (preferred).

• Proven track record of building strong relationships with Fortune 500 companies (preferred).

🏝️ Benefits

• Competitive salaries

• Meaningful equity

• Health insurance (US)

• Dental insurance (US)

• Vision insurance (US)

• Life insurance (US)

• Disability insurance (US)

• 401(k) (US)

• Flexible spending accounts (US)

• Flexible time off

• Remote work options

• Access to the Atlanta office for optional work or team meetups