Senior Backline Engineer

📋 Description

• Own complex escalations from frontline support through investigation, resolution, and clear
• Diagnose software, hardware, integration, and data-related issues using logs, analytics, APIs, SQL
• Identify root causes, assess customer impact, and document actionable findings for Engineering and
• Create and maintain detailed bug reports, technical documentation, knowledge base content, and
• Provide technical guidance, coaching, and constructive feedback to support engineers and adjacent
• Communicate with customers during urgent or high-impact issues to drive timely and effective

🎯 Requirements

• 4+ years of experience in technical support, customer support engineering, software development, or
• Strong understanding of APIs, SQL, software troubleshooting, and technical debugging methodologies.
• Experience diagnosing complex issues across web applications, mobile applications, hardware
• Experience using tools such as Jira, Salesforce, Looker, Confluence, or comparable support and
• Strong analytical and problem-solving skills with the ability to identify root causes and drive
• Excellent spoken and written English with the ability to communicate technical concepts clearly to