Senior Technical Support Engineer

Job Description

Key Responsibilities:

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• Customer Technical Support: Serve as the primary technical point of contact for our clients, delivering responsive, empathetic, and precise technical support through help desk tickets, email, and direct communication channels.

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• Issue Diagnosis & Escalation: Investigate and reproduce customer-reported issues, conduct thorough root-cause analysis, document comprehensive technical reports, and escalate actionable findings to the engineering team.

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• Customer Enablement & Knowledge Development: Create, maintain, and enhance comprehensive user documentation, including step-by-step guides, knowledge base articles, and instructional video content to maximize customer success.

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• Technical Development Contributions: Actively participate in software enhancements, bug resolution, internal tool development, and patch deployment using PHP, JavaScript, and PostgreSQL.

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• Infrastructure & System Monitoring: Support platform stability by investigating server and database performance issues, leveraging Linux administration expertise to maintain optimal system health and reliability.

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Required Qualifications:

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• Professional Software Development Experience: Minimum 3 years of professional software development experience, preferably within a SaaS environment.

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• Back-End Development Expertise: Demonstrated proficiency with PHP and relational databases, specifically PostgreSQL.

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• Front-End Development Knowledge: Working knowledge of JavaScript, jQuery, HTML5, and CSS for troubleshooting and implementing minor enhancements.

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• Linux Server Administration: Proficiency navigating the Linux command line interface, interpreting system logs, managing file permissions, and performing basic server troubleshooting.

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• Customer-Centric Communication: Exceptional written and verbal communication abilities with the capacity to translate complex technical concepts into accessible language for non-technical stakeholders.

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• Problem-Solving Capability: Strong analytical and troubleshooting skills with demonstrated ability to resolve issues independently and systematically.

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Preferred Qualifications:

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• Experience designing and implementing API integrations and webhook configurations.

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• Proficiency with screen recording and video editing tools such as Loom or Camtasia for creating user documentation.

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• Prior experience with ticketing and issue management systems including Zendesk, Jira Service Desk, or Freshdesk.

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What We Provide:

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• Competitive compensation package

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• Flexible work arrangements

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• Clear advancement opportunities across both technical support and engineering career paths

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• Collaborative and supportive organizational culture

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