As a Senior Technical Support Engineer reporting to the Technical Support Lead, you will play a crucial role in overseeing and coordinating the technical support operations within the organization. You will be responsible for resolving complex technical issues and maintaining high levels of customer satisfaction. Additionally, you will collaborate with other departments to identify and implement process improvements and contribute to the overall success of the organization.
Key Responsibilities
- Handle and resolve complex technical issues escalated by the support team or customers
- Troubleshoot problems, identify root causes, and implement effective solutions in a timely manner
- Maintain a high level of customer satisfaction by ensuring prompt and accurate responses to customer inquiries and issues
- Collaborate with cross-functional teams to identify areas for process improvement within the technical support function
- Track and analyze key performance metrics related to technical support, such as response time, resolution time, and customer satisfaction
- Support AWS cloud-based application troubleshooting, including log analysis and service-level monitoring where required
- Assist with SSO configurations, authentication issues, access provisioning/deprovisioning, and user onboarding activities
- Work closely with DevOps and Engineering teams during incident management, deployments, and production issue triaging to ensure minimal service disruption
- Coordinate incident response activities by engaging relevant stakeholders and following defined escalation paths
- Maintain and execute incident management and communication runbooks during production incidents or customer-impacting outages
- Support customer-facing communications during incidents by providing timely updates and coordinating with internal teams
- Assist in monitoring alerts, analyzing logs, and escalating issues based on impact and severity
- Follow secure operational practices aligned with SOC 2 and ISO 27001 requirements while handling customer environments and access-related requests
- Maintain documentation of technical processes, troubleshooting steps, incident timelines, and standard operating procedures
- Provide end-user technical support to internal employees and contractors, including troubleshooting of hardware, software, access, and connectivity-related issues
- Support internal SaaS applications and workplace tools, including access provisioning, MFA support, and basic configuration
- Assist with onboarding and offboarding support activities such as account setup, device configuration, and access enablement, based on approved requests
About You
- Customer Focus: Incorporates customer insights into decision-making to ensure high-quality technical support services
- Tech Savvy: Anticipates and adopts innovations in SaaS platforms and cloud-based technology solutions
- Manages Complexity: Effectively solves technical problems across application, infrastructure, and access-related domains
- Decision Quality: Makes timely and effective decisions to resolve issues efficiently
- Collaborates: Engages in cross-functional problem-solving with Engineering, DevOps, and Security teams
- Communication Effectively: Provides clear and concise technical and incident-related updates to internal stakeholders and customers
- Resilience: Learns from operational challenges and continuously improves support processes
- Engaged: Demonstrates competencies required to thrive in a fast-paced technical support environment as outlined here
- Bachelor’s degree or foreign equivalent required from an accredited institution—will also consider three years of progressive experience in the specialty in lieu of every year of education
- At least 6+ years of experience in Information Technology
- Experience in Middleware & Backend technologies
- Experience with AWS cloud environments and cloud-based application support
- Familiarity with SOC 2 and ISO 27001 compliance requirements in operational support contexts
- Experience in Troubleshooting/Logging/monitoring tools
- Basic understanding of authentication mechanisms and access management concepts
- Familiarity with DevOps practices such as CI/CD environments and incident response workflows
- Strong knowledge and expertise in computer systems, networks, software applications, and hardware components
- Experience in handling and resolving technical incidents, ensuring timely resolution, and minimizing customer impact
- Proficiency in using ticketing systems or help desk software
- Familiarity with remote support tools and software for troubleshooting
- Experience in providing end-user technical support for internal employees and contractors, including hardware, software, and access-related troubleshooting
- Familiarity with supporting workplace SaaS applications such as collaboration tools and productivity suites
- Experience with onboarding and offboarding support activities, including user account setup, device configuration, and access enablement
- Basic understanding of endpoint management practices and remote troubleshooting tools
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