Senior Technical Support Engineer

For our client, we are seeking a Senior Technical Support Engineer to join the team of a leader in the Information Technology space.

This role will serve as a key escalation point for complex technical issues, partnering closely with Engineering to drive timely resolutions and improve the overall support experience. You will work across enterprise and self-service customers, helping ensure high-quality service delivery while strengthening internal support processes. This position also offers the opportunity to mentor junior team members, influence support performance, and contribute to a customer-focused, technically strong support organization.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,000 – $130,000 annually

Responsibilities

• Serve as the technical escalation point for complex Tier 1 and Tier 2 issues
• Coordinate with Engineering to expedite bug resolutions
• Mentor junior engineers and help strengthen the team’s technical capabilities
• Balance customer needs across enterprise and self-service users
• Collaborate with Product teams to address recurring issues
• Provide direct support through email, chat, and voice communication
• Enhance support processes and maintain service quality
• Define and track key performance indicators for support

Qualifications

• 2-4 years in a customer-facing technical support role
• Proficiency in Node, JavaScript, TypeScript, or Go
• Comfortable troubleshooting ambiguous issues using diagnostic tools
• Strong problem-solving and prioritization skills
• Effective communication with senior stakeholders
• Proactive, ownership-driven work ethic
• Interest in security or open source software

Benefits

• Health, wellness, financial security, and work-life balance programs
• Flexible hours, remote work options, and learning time off
• Generous vacation, wellness time off, and paid parental leave
• Comprehensive health benefits and employee assistance programs
• Life insurance, disability benefits, and retirement plans

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.