Senior Technical Support Engineer - Tier 2 (East Coast)

We are looking for a Senior Technical Customer Support Engineer who thrives in a fast-paced environment, enjoys solving complex technical challenges, and has the ability to self-learn while delivering exceptional customer experiences. This role requires strong technical skills, experience with API troubleshooting, and a collaborative, customer-centric mindset.

We are looking for this person to be East Coast based and work Eastern hours.

Customer Advocacy & Technical Support

• Serve as the point of contact for complex customer inquiries, issues, and escalations.

• Troubleshoot and resolve issues related to integrations, workflows, and platform performance.

• Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions.

• Comfortable communicating with both technical and non-technical stakeholders.

• Partner with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience.

Technical Troubleshooting & Investigation

• Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking.

• Comfortable troubleshooting and resolving issues related to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman.

• Demonstrate an understanding of HTTP response codes and their significance in integration debugging.

• Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication.

• Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation.

• Pull and review logs to identify errors, analyse root causes, and implement effective solutions.

• Leverage SQL to query databases, extract relevant data, and support troubleshooting efforts.

• Utilize Jinja2 to develop and maintain scripts and tools for automation and customization.

• Review and analyze workflows, imports, and system configurations to identify performance issues or failures.

Process & Knowledge Contributions

• Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents.

• Escalate and document issues that cannot be resolved at Tier 1 to the appropriate Engineering team.

• Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces.

• Provide structured investigation updates to customers during incident response.

What We’re Looking For

• 2+ years of experience in a Senior technical support, Tier 2, DevOps, or SRE-adjacent role supporting enterprise or SaaS platforms.

• Ability to independently investigate complex issues, identify root causes, and collaborate with engineering teams to drive resolution.

• Proficiency in Jinja2 for automation and customisation tasks.

• Solid understanding of SQL and experience querying databases to extract and manipulate data.

• 2+ years experience troubleshooting and resolving API functionality and bi-directional integration issues between systems.

• Experience with AWS environments and cloud-based SaaS architectures.

• Experience creating and troubleshooting workflows.

• Experience with Webhooks.

• Experience working with Enterprise companies with a customer-centric approach.

• Experience using Jira and Zendesk.

• Excellent communication skills, both verbal and written.

• Exceptional problem-solving skills, attention to detail, and a demonstrated track record of diagnosing and resolving complex technical issues.

• Ability to work independently and as part of a team in a fast-paced, high-pressure environment.

• Strong logic, critical thinking, and ability to think outside the box.

• Highly self-driven learner who can quickly understand new technologies and systems.

• Experience working closely with Engineering or SRE teams during incident investigations or escalations.

What we can offer you

• Career Growth: Top performers will have an opportunity to help shape the team. Working directly with the founders to drive initiatives and create a structure that scales
• Market-competitive salary + equity
• A once-in-a-lifetime career opportunity to get onboard a fast-growing business that is venture-backed by Shasta Ventures, SYN Ventures and Riverside Acceleration Capital