Senior Technical Support Engineer – Tier 2

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

📋 Description

• Act as the primary contact for complex customer inquiries, issues, and escalations.

• Diagnose and resolve issues related to integrations, workflows, and platform performance.

• Participate in customer calls to troubleshoot issues in real-time, articulate findings, and guide customers through solutions.

• Proficient in communicating with both technical and non-technical stakeholders.

• Collaborate with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver an exceptional customer experience.

• Diagnose, troubleshoot, and debug issues from start to finish, documenting actions taken for tracking purposes.

• Skilled in troubleshooting and resolving issues related to REST API functionality, including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman.

• Demonstrate a thorough understanding of HTTP response codes and their importance in integration debugging.

• Knowledgeable about authentication methods: session-based, signed request, OAuth, Basic Auth, and API key authentication.

• Familiar with certificate types: self-signed certificates, CA certificates, and certificate chain validation.

• Retrieve and review logs to identify errors, analyze root causes, and implement effective solutions.

• Utilize SQL to query databases, extract relevant data, and assist in troubleshooting efforts.

• Employ Jinja2 to develop and maintain scripts and tools for automation and customization.

• Examine and analyze workflows, imports, and system configurations to identify performance issues or failures.

• Work closely with Engineering, Site Reliability Engineering (SRE), and Product teams to investigate and resolve customer-impacting incidents.

• Escalate and document unresolved issues at Tier 1 to the appropriate Engineering team.

• Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces.

• Provide structured updates to customers during incident response.

⛳️ Requirements

• Minimum of 2 years of experience in a Senior technical support, Tier 2, DevOps, or SRE-adjacent role supporting enterprise or SaaS platforms.

• Ability to independently investigate complex issues, identify root causes, and collaborate with engineering teams to drive resolution.

• Proficient in Jinja2 for automation and customization tasks.

• Strong understanding of SQL and experience querying databases to extract and manipulate data.

• At least 2 years of experience troubleshooting and resolving API functionality and bi-directional integration issues between systems.

• Experience with AWS environments and cloud-based SaaS architectures.

• Proven experience in creating and troubleshooting workflows.

• Familiarity with Webhooks.

• Experience working with enterprise companies with a customer-centric focus.

• Experience using Jira and Zendesk.

• Excellent verbal and written communication skills.

• Outstanding problem-solving abilities, attention to detail, and a proven track record of diagnosing and resolving complex technical issues.

• Capability to work independently and as part of a team in a fast-paced, high-pressure environment.

• Strong logical reasoning, critical thinking skills, and the ability to think creatively.

• Highly motivated self-learner who can quickly grasp new technologies and systems.

• Experience collaborating closely with Engineering or SRE teams during incident investigations or escalations.

🏝️ Benefits

• Career Growth: Top performers will have the chance to shape the team, working directly with the founders to drive initiatives and create scalable structures.

• Competitive salary and equity package.

• A unique opportunity to join a rapidly growing business that is backed by Shasta Ventures, SYN Ventures, and Riverside Acceleration Capital.