Senior Technical Support Engineer (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Technical Support Engineer in the United States.

As a Senior Technical Support Engineer, you will play a pivotal role in ensuring customer success by providing expert-level technical support across enterprise environments. You will troubleshoot complex issues, implement solutions, and guide customers in maximizing the value of their technology stack. This role requires close collaboration with internal teams, participation in on-call rotations, and contributing to knowledge sharing initiatives. You will leverage your technical expertise in distributed systems, cloud platforms, and observability tools to enhance customer experience. The position offers a remote-first, flexible work environment with opportunities to work on cutting-edge technologies and support enterprise-scale clients. Your efforts will directly impact customer satisfaction and long-term product adoption.

Accountabilities:

• Provide high-quality technical support to enterprise customers through multiple channels including email, chat, and video meetings.
• Diagnose, troubleshoot, and resolve complex technical issues, escalating when necessary to appropriate internal teams.
• Develop deep technical expertise in the company’s products and related technologies.
• Create and maintain technical documentation, knowledge base articles, and participate in community forums.
• Set realistic expectations for issue resolution and ensure accurate and timely feedback to customers.
• Participate in on-call rotations and off-hours support as needed to ensure continuous service availability.
• Collaborate with cross-functional teams to improve product quality and support processes.

• Bachelor’s degree in Computer Science or a related technical field, or equivalent work experience.
• 5+ years of experience supporting enterprise customers or working hands-on with distributed systems.
• Strong problem-solving, critical thinking, and troubleshooting skills.
• Hands-on experience with Linux, AWS, Azure, and networking concepts.
• Excellent client-facing skills with strong written and verbal communication.
• Ability to work independently in a remote-first environment while collaborating effectively with teams.
• Top Secret Security clearance is required.

Preferred Qualifications:

• Experience with observability tools such as Splunk, Elasticsearch, LogStash.
• Knowledge of Regular Expressions (Regex) and JavaScript.

• Competitive salary range ($104,000 - $163,000), dependent on location and experience.
• Comprehensive health, dental, and vision insurance, plus short-term disability and life insurance.
• Paid time off and holidays.
• Fertility treatment benefits.
• 401(k) retirement plan.
• Equity participation.
• Eligibility for discretionary company-wide bonus.
• Flexible, remote-first work environment.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or assessments) are then managed by their internal hiring team.

Thank you for your interest!

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