Technical Support Engineer

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Evaluate intricate client challenges and ascertain whether they should be addressed by Support or Engineering.

• Replicate issues, verify client impact, and generate comprehensive, prioritized Jira escalations.

• Manage escalations through deployment and validate solutions with Support and clients.

• Convey technical status, timelines, client context, and business implications between Support and Engineering teams.

• Examine configuration, data, integration, workflow, upgrade, and performance challenges.

• Record root causes in Zendesk and Jira.

• Utilize log analysis, monitoring tools, Postman, browser developer tools, and SQL to pinpoint failures.

• Address escalations that do not necessitate Engineering intervention.

• Identify recurring defects and process deficiencies, providing substantiation to Product and Engineering.

• Update the Known Issues page and contribute to internal release notes.

• Establish escalation standards, maintain playbooks and knowledge base articles, and mentor team leads and Support Engineers.

⛳️ Requirements

• Over 5 years of experience in SaaS technical Support or a comparable client-facing technical position.

• More than 2 years managing Tier 2/3 escalations or collaborating directly with Engineering teams.

• Demonstrated capability to troubleshoot complex software issues autonomously and document findings clearly.

• Proficient understanding of SQL, REST APIs and integrations, SSO/MFA/OAuth/OpenID, JavaScript, XML/JSON, and web/network protocols (HTTP, TLS, TCP/IP).

• Experience with log analysis or monitoring platforms.

• Familiarity with ticketing/issue-tracking systems; experience with Zendesk and Jira is preferred.

• Must be legally authorized to work in the United States or Canada.

• Experience with SmartSimple or similar grants management or nonprofit software is preferred.

• Technical leadership or mentoring experience is preferred.

• Knowledge of Agile/Scrum methodologies and incident or problem management (ITIL) is preferred.

• Hands-on experience utilizing AI tools in Support work is preferred.

🏝️ Benefits

• Competitive salary and benefits package.

• Tuition reimbursement program.

• Lifestyle reimbursement options.

• Customized mindfulness and fitness initiatives.

• Flexible paid time off policy.

• Opportunities for professional and personal development.

• Internal mobility and career advancement opportunities.

• Autonomy and responsibility in your role.

• Employee recognition programs.

• Accommodations provided throughout the interview and employment process.