Senior Support Engineer

The Senior Support Engineer will handle technical customer issues, ensuring they are resolved within contractual SLAs and maintaining strong customer relationships. Responsibilities include troubleshooting via phone, email, chat or remote access, improving support processes, contributing to documentation, providing weekend on‑call support, and developing subject‑matter expertise in key product features. The role requires working across multicultural, geographically distributed teams and collaborating with developers and support tools such as Salesforce, Zendesk and JIRA.

Experience: 5+ years

• 5+ years of experience in technical support, system administration or related customer‑facing role
• Technical background in systems administration, Network Engineering, Software Engineering, etc
• Strong verbal and written communication skills in English
• Customer‑oriented focus
• Good understanding of cloud‑native and container‑based technologies
• Cloud technologies such as AWS, GCP, Azure and frameworks such as Kubernetes and Docker
• Understanding of the Product Lifecycle and future direction for the supported products or product line
• Advanced level of hands-on generalist experience at: Java (e.g. JVMS & components), Operational Systems (e.g. Linux and Windows), Networks (e.g. LDAP, Load Balancers, Proxies, SSL)
• Experience with APIs and REST calls
• Experience with web/application servers (e.g. Tomcat, Apache, IIS, NGINX, Jboss)
• Advanced troubleshooting skills in web technology systems (e.g. HTML, CSS, Javascript)
• Experience with SSO, SAML, Active Directory, etc