Senior Support Engineer

New

US Remote (East/Central), Eastern and Central TimeFull-TimeSenior

Salary$100,000 — $130,000 USD

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Job Details

Strong hands-on technical support or support engineering background for a technical B2B SaaS product.
Depth across APIs, authentication and identity, logs and telemetry, integrations, and systematic debugging.
Demonstrated experience building or tuning automation or agentic and LLM-based support tooling, or clear aptitude and appetite for doing so.
Ability to translate messy, one-off escalations into repeatable, automatable solutions.
Comfort operating with ambiguity in a function that is being actively rebuilt around technology.
Scripting or coding ability (e.g., Python) and comfort debugging at the API level (nice to have).
Experience with LLM and agent frameworks, retrieval-augmented generation, or workflow automation (nice to have).
Familiarity with identity provider and SaaS administrative APIs, such as Microsoft Graph and Entra (nice to have).

Own complex, high-severity, and escalated tickets end to end, acting as the top technical escalation point before engineering.
Diagnose deep technical issues across APIs, identity and authentication, integrations, telemetry, and product data flows.
Partner with the Head of Customer Support to design, build, and continuously tune agentic support systems, including automated triage, resolution, and knowledge retrieval.
Convert your own resolution work into reusable automation, playbooks, and knowledge that agentic systems can execute without human involvement.
Identify where automation and agentic resolution fail, then close those gaps to raise deflection and automated resolution quality.
Interface with Product and Engineering on root cause analysis, bug escalation, and permanent product fixes.
Set the technical quality bar for the support function and mentor other engineers on it.

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