Senior Technical Support Engineer
New
J
JobgetherSaaS, Security, IT
Based in United StatesFull-TimeSenior
SalaryBase salary of $80,000–$90,000 USD annually, plus bonus.
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Job Details
- Required Skills
- SQLRESTful APIsScriptingSaaSZendesk
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.
Responsibilities
- 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.
- 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.
- Manage multiple open cases effectively while maintaining clear communication, prioritization, and customer expectations.
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