SeniorTechnial Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a SeniorTechnial Support Engineer based in United States.

This role focuses on solving complex technical customer challenges across SaaS products, data connectors, integrations, and pipelines. You will own escalated technical cases from diagnosis through resolution while serving as a trusted technical partner to customers. The position combines customer-facing support with hands-on technical investigation, including APIs, data flows, code, and system behavior. You will also use agentic AI coding tools to investigate unfamiliar code, accelerate troubleshooting, and propose potential fixes. As automation handles more routine questions, you will focus on cases requiring deeper technical judgment and structured problem-solving. The role offers a remote environment with opportunities to influence product quality, support processes, and AI-assisted technical operations.

Accountabilities:

• Own the resolution of complex technical and product inquiries, including connector failures, pipeline issues, authentication errors, schema mismatches, and integration problems.
• Serve as a trusted technical point of contact by systematically diagnosing root causes and communicating technical findings clearly to customers and internal stakeholders.
• Identify recurring failures, integration instability, data quality concerns, and other signals that could create broader product or account risks, providing context and recommended actions.
• Partner with Product, Engineering, and Customer Success on escalated cases, creating clear bug reports, reproducible steps, technical context, and actionable handoffs.
• Maintain and improve technical knowledge resources, including known issues, FAQs, troubleshooting guides, and resolution documentation.
• Use agentic AI coding tools to navigate unfamiliar code, create small scripts, investigate failures, and trace technical issues toward their root causes.
• Where appropriate, propose draft technical fixes for Engineering review and validate AI-generated code or recommendations before they are used.
• Support AI-assisted technical workflows by defining diagnostic processes, selecting relevant knowledge sources, and reviewing AI-generated responses for accuracy.
• Analyze support patterns and query volumes to identify opportunities for improved AI deflection and more efficient technical support coverage.
• Help establish appropriate boundaries between issues that can be handled autonomously by AI and those requiring human technical investigation.
• Build increasingly deep knowledge of product connectors, integrations, data flows, and technical behaviors to strengthen customer support and resolution quality.
• Manage multiple open cases effectively while maintaining clear communication, prioritization, and customer expectations.

Requirements

• Professional experience in technical support, customer support, solutions engineering, technical operations, or a related function, ideally within a SaaS environment.
• Demonstrated ability to investigate, diagnose, troubleshoot, and document complex technical issues while remaining methodical when the root cause is not immediately clear.
• Comfort reading code, making small code changes, working with version control, and understanding APIs, integrations, and data pipelines.
• An agentic approach to problem-solving, including confidence directing AI coding tools toward potential solutions and the discipline to test and validate their output.
• Strong curiosity about how data moves through systems and how integrations can fail, with an interest in developing deep product and connector expertise.
• Excellent written and verbal communication skills, with the ability to translate technical concepts into clear explanations for both customers and engineering teams.
• Strong organization, prioritization, and follow-through when managing multiple technical cases and competing customer expectations.
• Direct experience with agentic AI tools for writing, modifying, or improving code is preferred.
• Familiarity with data sources and destinations such as Google Sheets, BigQuery, Looker Studio, Meta Ads, or Google Ads is an advantage.
• Experience with support platforms such as Zendesk is preferred.
• SQL, scripting, self-service support, technical documentation, or enablement experience is a plus.

Benefits

• Base salary of $80,000-$90,000 USD annually, plus bonus.
• Compensation range applicable to remote U.S.-based candidates.
• 100% employer-paid healthcare premiums for employees and their families, with $0 deductible options.
• Flexible remote work policy.
• One-time $520 work-from-home stipend.
• Biweekly Uber Eats stipend.
• $80 monthly Wi-Fi allowance.
• Comprehensive benefits package including equity options.
• Access to external training opportunities supporting professional development.
• High-quality work equipment.
• Opportunity to work on complex SaaS, data integration, and AI-assisted technical support challenges.
• Remote, collaborative environment with opportunities to contribute to technical processes and product improvements.