Your profile
We’re expanding our Support presence in
North America and looking for a highly autonomous
Senior Technical Support Engineer to lead the regional front line for complex customer issues.
In this role you will investigate and resolve production issues in a complex SaaS environment by analysing application workflows, system behaviour, and database records. You will work closely with customers, Product, Engineering, and Infrastructure and Deployment teams to identify root causes and guide issues through to resolution.
This role focuses on application-level troubleshooting and data investigation, rather than infrastructure or DevOps operations.
You will also act as the primary technical contact for customers in the North America region. This includes leading technical discussions, managing incidents, and communicating clearly during high-impact situations.
As the sole Support presence in North America, this role requires strong judgment, independence, and structured thinking. You will prioritize work, decide when to escalate, and represent Support in the region while collaborating closely with teams in Europe.
This role combines deep technical troubleshooting, customer engagement, and operational ownership, with opportunities to influence tooling, documentation, and support processes as we scale.
What You'll Do
- Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations
- Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes
- Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues
- Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis
- Serve as the primary technical contact for customers in the North America region, handling written communication, customer calls, and incident discussions
- Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights
- Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution
- Make prioritization and escalation decisions independently during regional business hours
- Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product
- Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale
What You'll Need
A structured and analytical engineer who enjoys solving technical puzzles and navigating complex systems. You should be comfortable asking questions, working through ambiguity, and tracing problems through data, logs, and application behaviour.
The Ideal Candidate:
- 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)
- Very good English and Spanish skills, both spoken and written
- Enjoys debugging complex issues
- Communicates clearly with both technical and non-technical stakeholders
- Takes ownership of problems until resolution
- Detail-oriented and methodical when analysing systems
Core Technical Skills:
- Ability to troubleshoot complex software systems
- Working knowledge of SQL
- Experience investigating issues using data and database queries
- Familiarity with browser developer tools (DevTools, Network tab)
- Ability to inspect request/response data (e.g., JSON payloads)
- Structured problem-solving and root cause analysis
Bonus Points For
- Experience supporting SaaS or enterprise software
- Familiarity with application logs and debugging workflows
- Experience working with ticketing systems and customer-facing technical support
- Exposure to relational database schemas and data models
Why You’ll Love Working with Us
- Work in a fast-growing and interesting industry
- Flexible work that best fits your needs and the role
- Competitive compensation
- Top-notch offices and equipment
- Continuous improvement and learning opportunities to grow your career
- Team activities, not the usual one just to look nice on social media but what our team choose and ask for
- A great team of engaged passionate and helpful people
