Senior Customer Support Engineer
New
S
SylloLegal Tech
United States - RemoteFull-TimeSenior
Salary$160K- $200K
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Job Details
- Required Skills
- PythonGCPRubyRESTful APIsDebuggingDistributed Systems
Requirements
- Strong backend software engineering fundamentals, including proficiency in a language such as Python or Ruby.
- Experience working with APIs and databases, handling data pipelines, and modern development practices.
- Experience with cloud providers (GCP preferred) and distributed systems.
- Proven hands-on experience debugging live production systems, inspecting logs, and writing scripts under time pressure.
- Excellent cross-functional communication and interpersonal skills, with the ability to articulate technical details to non-technical partners.
- High degree of autonomy and self-direction; comfortable making sound triage decisions independently in fast-paced environments.
Responsibilities
- Resolve complex technical escalations for enterprise clients, working within defined SLAs.
- Conduct root cause analysis on technical issues and partner with Engineering to inform long-term fixes.
- Design, write, and maintain scripts, diagnostic tools, and workflows that let Customer Success self-serve common client issues.
- Translate technical findings into clear, actionable updates for Customer Success stakeholders and clients.
- Participate in a rotating on-call schedule, including evenings and weekends, to provide clients with fast, expert resolution when issues arise.
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