Senior Technical Support Engineer

Job Summary

A company is looking for a Senior Technical Support Engineer in Australia.

Key Responsibilities

• Provide expert technical guidance to users via support channels while adhering to SLAs
• Drive work to completion autonomously, proactively resolving customer issues and authoring support content
• Act as a resource for junior team members and participate in emergency on-call support rotations

Required Qualifications

• Experience in system operations and/or software development with proficiency in programming languages such as Ruby, Python, Go, JavaScript, Java, or .NET
• Previous experience supporting a SaaS product with technical users
• Familiarity with AI tools and their role in support processes
• Ability to start work at 5pm PT to assist with team coverage
• Experience with instrumentation and distributed tracing tools is a plus