Senior Customer Support Engineer

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Requirements:

• 8+ years of experience in customer support or relevant technical field.
• Strong customer advocacy skills.
• Excellent written and verbal communication skills in English.
• Highly developed troubleshooting, problem-solving, and issue resolution skills.
• Ability to lead escalations with empathy and confidence.
• Experience working in a fast-paced and collaborative environment.
• Excellent analytical skills with strong attention to detail.
• Ability to read and analyze advanced Java, including stack traces.
• Strong networking troubleshooting skills and understanding of TCP/IP.
• Solid experience with SQL and NoSQL databases.
• Experience with APIs and data warehousing concepts.
• Familiarity with Github and submitting pull requests.

Responsibilities:

• Partner with engineering to design troubleshooting tools and improve customer support.
• Help define and improve support processes.
• Lead technical and non-technical projects.
• Onboard and coach new team members.
• Act as Subject Matter Expert and support customers through various channels.
• Provide round-the-clock support in a shift-based environment.
• Lead escalations and complex case troubleshooting.
• Communicate roadmaps and align team goals to deliver results.