Senior Support Engineer

About the Role

Join our team as a Senior Support Engineer to ensure client success and drive the scalability of our support operations, shaping processes and providing technical leadership in a fast-growing environment. This role is ideal for a hands-on engineer who enjoys being a technical reference point while building processes that elevate a support team.

Responsibilities

• Handle technical tasks, troubleshoot complex issues, and manage incident communications.
• Design, improve, and formalize robust, efficient, and scalable support processes and guidelines.
• Guide the team, assist peers with troubleshooting, and implement configuration and workflow changes.
• Manage routine and escalated support cases, ensuring timely resolution and clear communication.
• Drive process improvements and small-scale projects focused on support optimization and internal tooling.
• Contribute to team documentation, playbooks, and internal training.
• Act as a trusted partner in cross-functional discussions, providing insights to Product and Engineering.
• Participate in a rotating on-call schedule for incident communications and deploys.
• Serve as a technical and operational reference point for peers and other teams.

Requirements

• At least 5 years of experience in a technical support or similar engineering role.
• Proven ability to manage escalations, incident communication, and contribute to operational improvements.
• Demonstrated experience creating and improving support processes, managing projects, and implementing scalable workflows.
• Excellent communication skills, both written and verbal, especially when explaining technical concepts and under pressure.
• Proficiency with ticketing/help desk systems (e.g., Freshdesk, Zendesk, Jira).
• Strong understanding of SLAs, incident response, and ticket prioritization.
• Ability to read and write JSON for troubleshooting and integrations.
• Experience using Git and CLI (shell) tools.
• Familiarity with log analysis and database queries.
• Hands-on experience with incident management processes and tooling.
• Skilled at working with cross-functional teams to resolve complex technical issues.
• Empathetic and committed to delivering excellent customer experiences.
• Self-motivated, adaptable, and capable of guiding others while driving improvements.

Nice-to-Haves

• Experience in a fintech or banking environment.
• Advanced use of APM tools and alerting systems.
• Understanding of networking concepts and protocols such as HTTP.
• Ability to read and understand Python or TypeScript code.

About the Team

We are a tight-knit team of tech professionals dedicated to tackling tough problems and delivering high-quality results. Our culture emphasizes continuous learning, growth, and making a meaningful impact through strong collaboration and mutual support. We maintain clear communication and a solutions-driven approach, even in hectic situations, to ensure our partners and teammates receive the support they need.