Senior Technical Support Engineer - Tier 2 (East Coast)

Serve as the point of contact for complex customer inquiries, issues, and escalations.

Troubleshoot and resolve issues related to integrations, workflows, and platform performance.

Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions.

Comfortable communicating with both technical and non-technical stakeholders.

Partner with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience.

Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking.

Comfortable troubleshooting and resolving issues related to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman.

Demonstrate an understanding of HTTP response codes and their significance in integration debugging.

Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication.

Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation.

Pull and review logs to identify errors, analyse root causes, and implement effective solutions.

Leverage SQL to query databases, extract relevant data, and support troubleshooting efforts.

Utilize Jinja2 to develop and maintain scripts and tools for automation and customization.

Review and analyze workflows, imports, and system configurations to identify performance issues or failures.

Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents.

Escalate and document issues that cannot be resolved at Tier 1 to the appropriate Engineering team.

Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces.

Provide structured investigation updates to customers during incident response.

2+ years of experience in a Senior technical support, Tier 2, DevOps, or SRE-adjacent role supporting enterprise or SaaS platforms.

Ability to independently investigate complex issues, identify root causes, and collaborate with engineering teams to drive resolution.

Proficiency in Jinja2 for automation and customisation tasks.

Solid understanding of SQL and experience querying databases to extract and manipulate data.

2+ years experience troubleshooting and resolving API functionality and bi-directional integration issues between systems.

Experience with AWS environments and cloud-based SaaS architectures.

Experience creating and troubleshooting workflows.

Experience with Webhooks.

Experience working with Enterprise companies with a customer-centric approach.

Experience using Jira and Zendesk.

Excellent communication skills, both verbal and written.

Exceptional problem-solving skills, attention to detail, and a demonstrated track record of diagnosing and resolving complex technical issues.

Ability to work independently and as part of a team in a fast-paced, high-pressure environment.

Strong logic, critical thinking, and ability to think outside the box.

Highly self-driven learner who can quickly understand new technologies and systems.

Experience working closely with Engineering or SRE teams during incident investigations or escalations.