Senior Customer Support Engineer

Job Summary

A company is looking for a Senior Customer Support Engineer.

Key Responsibilities

• Serve as the primary liaison between B2B customers and internal teams to drive escalated issues to resolution
• Provide advanced technical product support and develop public-facing content for the knowledge base
• Proactively identify and implement improvements for customer experience and internal efficiency

Required Qualifications

• Bachelor's degree or equivalent work experience
• Minimum 3 years of customer-facing technical support experience, preferably in B2B or SaaS
• Advanced technical troubleshooting and data analysis skills
• Strong understanding of SLOs, SLIs, and SLAs
• Minimum 2 years of technical writing experience, preferably for public-facing documentation