about 4 hours ago
Remote, United StatesSenior
Base Salary
$107k - $120k/yr
Responsibilities
- Lead root cause analysis on complex issues and take ownership of escalations.
- Read C# and .NET code to follow application logic and identify issues.
- Write and review SQL for diagnosing data-layer issues.
- Make informed decisions regarding production access and remediation plans.
- Investigate and reproduce defects across the platform using various tools.
- Monitor and respond to production alerts, involving additional engineers as needed.
- Create well-scoped tickets for confirmed bugs or product gaps.
- Lead technical investigations during high-severity incidents.
- Uplift escalation quality by reviewing and providing feedback on tickets.
- Build reusable automation and tooling to reduce reactive workload.
- Mentor T2 engineers and contribute to team standards.
- Communicate complex issues clearly to customers and stakeholders.
- Utilize AI tools to enhance investigative approaches and documentation.
Requirements
- 5+ years of experience in technical support engineering or a related role in B2B SaaS.
- Proficient in writing SQL and understanding execution plans.
- Ability to read and understand C# and .NET code.
- Experience applying structured root cause analysis techniques.
- Strong written communication skills for bug reports and customer updates.
- Ability to think in systems and address recurring issues.
- Self-manage case queues and maintain customer communication.
- Calmly handle difficult customer conversations during incidents.
- Natural mentoring ability and willingness to share knowledge.
- Genuine curiosity about software functionality and problem-solving.
Benefits
- Flexible Time Off with an encouraged 4 weeks use per year.
- Company paid medical for you and eligible dependents.
- Paid dental and vision for you and eligible dependents.
- 401(k) with company matching.
- Flexible Spending Account.
- Up to 8 weeks paid parental leave.
- Work-from-home stipend.
- Collaborative, team-oriented culture that embraces diversity.