Senior Application Support Engineer

📋 Description

• Be the senior technical focal point and ultimate escalation point for complex, high-severity
• Own the end-to-end lifecycle of assigned cases, driving issue resolution within defined SLAs.
• Act as the support liaison and critical bridge between the customer, Product Management, R&D
• Serve as the product SME, collaborating directly with Product Developers to analyze recurring
• Mentor and educate the wider support team to increase internal knowledge and drive down case
• Participate in an on-call duty rotation for high-severity issues.

🎯 Requirements

• 3+ years of experience working as a Tier 3/4 Support Engineer for SaaS products or an equivalent
• Bachelor's degree in a technical field such as Information Technology, Computer Science
• Experience with communicating with enterprise customers via calls and emails, including managing a
• Strong knowledge in web technologies and protocols & proven ability to troubleshoot diverse
• Experience reading code (e.g., JavaScript/HTML) and expertise in debugging and writing SQL (or
• Experience with relevant technologies, including SaaS/Cloud Infrastructure, Network and Web

🎁 Benefits

• Opportunity to work at #1 Most Innovative AI Company in the world
• Remote-friendly workplace
• Inclusive workplace with equal opportunity
• Reasonable adjustments for applicants with disabilities
• Celebration of diversity and empowerment for growth