{"id":2771641,"url":"https://alion.io/job/cimpress-senior-technical-support-engineer","title":"Senior Technical Support Engineer","company":{"id":176176,"name":"Cimpress","domain":"cimpress.com","url":"https://alion.io/company/cimpress","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"RippleHire","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":65000,"max_usd":150000,"period":"year","method":"global_role_seniority_cell","sample_n":800},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GitLab","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"New Relic","optional":false},{"name":"Postman","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"Sumo Logic","optional":false},{"name":"AWS","optional":true},{"name":"Confluence","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-08T00:00:00Z","employer_posted_date":"2026-10-17","last_verified_at":"2026-10-25T01:06:47Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Who We Are\nCimpress Technology develops cutting-edge, best-in-world software that our mass customization businesses use to create personalized products for over 17 million global customers. Our Mass Customization Platform consists of modular, multi-tenant services. Our businesses can choose the solutions that work for them, or assemble any custom combination they need. This makes it easier and faster to do things like introduce new products, reach customers and track orders. Just last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. \nScope of the Role\nThe MIS Technical Support Engineer is responsible for providing advanced application support, diagnosing and resolving technical issues, supporting customer configurations and maintaining the health of production systems. The role partners closely with Support, Engineering, Product and Manufacturing Operations to minimize downtime, improve customer experience and drive continuous service improvements through proactive monitoring, automation and knowledge sharing.\nPosition Summary\nWe are seeking a highly skilled and customer-focused Technical Support Engineer to join our Manufacturing Information Systems (MIS) Support team. In this role, you will provide technical support for our enterprise applications, serving as the primary escalation point for customers, Tier 1 support and assisting the Incident Management team in resolving critical production issues.\nAs a Technical Support Engineer, you will be responsible for diagnosing and resolving complex application issues, supporting customer configurations, monitoring system health and collaborating with Engineering to ensure high application availability and customer satisfaction. Your technical expertise and proactive approach will play a key role in maintaining the reliability, performance and operational excellence of our platform.\nKey Responsibilities\nProvide Level 2 technical support by responding to and resolving escalated issues from Customer or Tier 1 Support.\n\nAssist the Incident Management team in diagnosing and resolving high-priority production incidents within defined SLAs.\n\nInvestigate application, configuration and integration issues to determine root cause and recommend appropriate resolutions.\n\nTroubleshoot application behavior by analyzing logs, stack traces, API responses and system metrics.\n\nSupport customer requests and resolve functional or technical configuration issues.\n\nEscalate product defects to Engineering with detailed technical analysis and supporting evidence.\nMonitor production systems using observability and monitoring tools to proactively identify potential issues.\nRespond to s, investigate anomalies and coordinate issue resolution with cross-functional teams.\nPerform health checks and validate application stability following deployments or incident recovery.\nWork closely with Engineering, Product and DevOps teams to resolve complex technical challenges.\nAssist Tier 1 Support by providing technical guidance and knowledge transfer sessions.\nDevelop and maintain troubleshooting guides, runbooks, SOPs and knowledge base documentation.\nIdentify recurring issues and recommend automation or process improvements to reduce support effort.\nStay current with emerging technologies, cloud services and industry best practices.\nContribute to automation initiatives that improve support efficiency and operational excellence.\nContribute to post-incident reviews and continuous improvement initiatives that enhance platform reliability and customer satisfaction.\nTechnical Skills\nRequired: Strong understanding of application support methodologies and incident management. Experience troubleshooting production applications and distributed systems. Ability to analyze application logs, error messages and stack traces to identify root causes. Experience working with REST APIs, including querying, testing and troubleshooting API endpoints. Strong understanding of JSON request and response payloads. Knowledge of SQL for querying databases and troubleshooting data-related issues. Experience using monitoring and observability platforms and other tools such as: New Relic Sumo Logic Jira or Zendesk GitLab Postman Visual Studio Code (VS Code) \nGood to have:\nWorking knowledge of AWS cloud services and cloud-native applications.\n\nExperience supporting RESTful JSON-based web services.\n\nFamiliarity with Zendesk for ticket management.\n\nExperience using Confluence for technical documentation.\n\nExperience with Slack or similar collaboration platforms.\n\nBasic scripting experience using PowerShell, Python or similar automation tools.\n\nSoft Skills\nProblem-solving mindset.\n\nStrong communication skills.\n\nCustomer-focused approach.\nAbility to work independently and collaboratively.\nContinuous learning attitude.\nAbility to work in fast-paced manufacturing environments.\nRequired Qualifications\nBachelor's degree in Computer Science, Information Technology, Information Systems or a related field.\n5-8 years of experience in Application Support, Production Support or Technical Support.\nExperience supporting enterprise or SaaS applications in production environments.\nStrong analytical and problem-solving skills with the ability to diagnose complex technical issues.\nExcellent verbal and written communication skills.\nAbility to prioritize multiple issues in a fast-paced, customer-focused environment.\nWorking Hours & On-Call Support\nThis position follows a standard 8x5 work schedule (Monday to Friday)aligned with business operating hours.\nThe role requires participation in a 24x7 on-call support rotationto provide technical assistance for business-critical production incidents outside of regular working hours, including night, weekends and public holidays.\n\nWhy You'll Love Working Here:\nBeing at Cimpress means that you don’t see work as just a building, a desk or a manufacturing floor. You see it as a chance to take a step forward in your career journey - and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what’s next, we’re always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we’re capable of. Some might call that a challenge; we just call it another great day at work.\nWe're Remote-First:\nIn 2020, Cimpress adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy, and trust in each other to work from home and the ability to operate when they are most productive empowers them to be their best. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results. Currently, we are enabled to hire remote team members in over 30 US States as well as several countries in Europe, including Spain, Germany, the UK, the Czech Republic, the Netherlands, and Switzerland.\nAbout Us:\nLed by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create, we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses, innovate and improve.\nEqual Opportunity Employer:\nCimpress Tech, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status, or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.\nPlease visit: https://cimpress.com/our-platform/\nMeanwhile you can know more about our company details through below mentioned links: \n•Cimpress Vision - https://player.vimeo.com/video/111855876\n•About us: Our story - http://cimpress.com/about-us/\n•Global corporate Website -www.cimpress.com\nGlobal corporate Website -www.cimpress.com","description_format":"text","description_chars":8602,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Gifts, Party Supplies & Souvenirs","Contract Manufacturing"],"lifecycle":[{"event":"open","at":"2026-10-17T06:35:07Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 14 · green card filings: 11","filings_12m":14,"filings_prev_12m":19,"green_card_filings_12m":11,"median_offered_wage_usd":162500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.847,"p_room":0.9,"age_days":16,"expected_fill_days":27,"reasons":["conf:0","velocity","win:mid"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/cimpress-senior-technical-support-engineer","json_url":"https://alion.io/job/cimpress-senior-technical-support-engineer.json","meta":{"generated_at":"2026-10-25T04:35:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6070,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":176176},"rest":"https://alion.io/mcp/rest/get_company?id=176176"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcimpress-senior-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcimpress-senior-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcimpress-senior-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cimpress-senior-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcimpress-senior-technical-support-engineer"}]}