Senior Technical Support Engineer

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

📋 Description

• Acts as the ultimate escalation point within Support for intricate, technically ambiguous challenges, overseeing resolution from start to finish, including communication with all internal and client stakeholders.

• Investigates and prioritizes incoming Jira tickets submitted to Product and Development, conducting root cause analysis to ascertain if issues are bugs, configuration errors, data anomalies, or integration failures—redirecting tickets that can be resolved within Support.

• Executes specific SQL queries against client and application databases to diagnose data integrity issues, validate system behavior, and identify discrepancies reported by clients or Tier 1/2 teams.

• Analyzes application logs, API call logs, and integration event traces to reconstruct failure scenarios, isolate root causes, and create clear technical summaries for Engineering and Product when escalation is necessary.

• Reads and interprets source code (C#, SQL, JavaScript, Java, Python) to comprehend system behavior, validate expected outcomes, and recognize defects or unintended logic without needing developer assistance.

• Composes detailed, structured Jira tickets when escalation to Product or Development is genuinely needed, including reproduction steps, log excerpts, database findings, and a clear statement of the support investigation performed.

• Collaborates closely with Product Management and Engineering to convey the support impact of known defects, advocate for the prioritization of client-related bugs, and monitor resolution timelines.

• Develops and sustains extensive subject matter expertise across MeridianLink’s product suite, including LOS, consumer banking, and third-party integration frameworks (e.g., Authorize.net, Nautilus, core banking connectors).

• Leads internal knowledge transfer sessions for Support teams on newly released features, known defects, and technical workarounds; contributes to and reviews knowledge base articles for technical accuracy.

• Participates in after-hours emergency on-call coverage rotation for critical production issues.

• Mentors Tier 1 and Tier 2 Software Support Analysts, enhancing the team’s technical diagnostic skills and reducing escalation volume over time.

• Represents Support in cross-functional technical reviews, sprint planning input sessions, and Product roadmap discussions as the voice of the client and support organization.

• Supports warm handoff transition calls from Professional Services project engagements, ensuring technical continuity as clients move into steady-state support.

• Contributes to the achievement of team and organizational support KPIs, including deflection rate, escalation quality, and time-to-resolution on Tier 3 cases.

• Undertakes other projects and duties as assigned.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related technical field; or equivalent hands-on experience in a software support, QA, or development-adjacent role.

• 5+ years of experience in technical support, with at least 2 years in a Tier 2 or Tier 3 role within a SaaS or fintech environment.

• Proficient in SQL with a proven ability to write and execute complex queries for diagnostic purposes; experience with SQL Server is preferred.

• Demonstrated capability to read and navigate application code (C#, Java, Python, or similar) to understand business logic, trace execution paths, and identify defect candidates without full developer context.

• Experience in analyzing application logs, API payloads, and event streams to reconstruct failure sequences and identify root causes.

• Working knowledge of credit application, loan origination, underwriting, and core banking processes as they relate to MeridianLink product behavior.

• This position requires hands-on proficiency with SQL, application and API log analysis, and the ability to read and interpret source code across multiple languages.

• Strong communication skills and a structured, investigative mindset are crucial for success in this role.

🏝️ Benefits

• Insurance coverage (medical, dental, vision, life, and disability).

• Flexible paid time off.

• Paid holidays.

• 401(k) plan with company match.

• Remote work.