Senior Technical Support Engineer in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Technical Support Engineer in United States.

This is a high-impact technical support role focused on solving complex, high-severity issues for large-scale enterprise customers. You will act as a trusted technical expert, responsible for diagnosing, troubleshooting, and resolving intricate system and integration problems across web applications and APIs. The role combines deep technical investigation with strong communication, ensuring customers receive clear and actionable guidance. You will also contribute beyond individual support by identifying systemic issues, improving internal processes, and collaborating closely with engineering teams. Operating in a fast-paced, incident-driven environment, you will help manage production escalations and drive root-cause analysis for critical issues. This position is ideal for a proactive problem-solver who enjoys both hands-on debugging and cross-functional technical leadership.

• Own and resolve complex technical support cases end-to-end, ensuring timely diagnosis, troubleshooting, and resolution of customer issues.
• Investigate, replicate, and document system and application issues, including detailed bug reports for engineering teams.
• Serve as escalation point for high-severity incidents, including production outages and feature failures.
• Participate in on-call rotations and lead incident response efforts, ensuring effective communication and resolution during critical events.
• Analyze system behavior and logs using observability tools to identify root causes and recurring patterns.
• Write and optimize complex SQL queries and scripts to generate insights and support troubleshooting efforts.
• Collaborate with engineering teams to escalate unresolved issues and contribute to long-term fixes and system improvements.
• Identify opportunities for automation, process optimization, and knowledge base improvements to reduce recurring issues.
• Contribute to cross-team initiatives, technical documentation, and standardized support practices.
• Support hiring efforts and mentor junior team members to strengthen overall team capability.

• 3+ years of experience in Technical Support, Site Reliability Engineering, or similar technical roles in SaaS or web environments.
• Strong understanding of software architecture, APIs (REST, webhooks), and distributed systems concepts.
• Proven ability to troubleshoot complex web applications and identify root causes effectively.
• Hands-on experience with observability and monitoring tools such as Grafana or similar platforms.
• Proficiency in SQL and ability to write complex queries; basic scripting skills in languages such as Python or TypeScript.
• Familiarity with Linux, Mac, and Windows environments.
• Experience with incident management processes and production support workflows.
• Strong communication skills with the ability to explain complex technical issues clearly to diverse audiences.
• Experience writing technical documentation and contributing to knowledge bases.
• Proactive, collaborative mindset with strong problem-solving and prioritization skills.
• Nice to have: experience with CI/CD pipelines, GitHub, JIRA, Confluence, and modern development workflows.

• Competitive salary aligned with experience and market standards
• Stock options allowing participation in company growth and success
• Comprehensive medical, dental, and vision insurance coverage
• 401(k) retirement plan with company matching contributions
• Fully remote work within eligible locations in the United States
• Additional paid recharge days beyond standard vacation allowance
• Learning and development budget to support professional growth
• Health and sports allowance to support overall well-being
• Four-week paid sabbatical after five years of service