Senior Customer Support Engineer

📋 Description

• Reproduce and debug customer issues using existing tools, test environments, or custom reproduction
• Solve incoming technical support requests in a timely manner, including urgent, high-severity cases
• Communicate clearly and tactfully with customers throughout the support lifecycle
• Gather context, provide diagnostic steps, share resolution guidance, and follow up after issues are
• Identify and communicate product usage trends, bugs, and feature requests
• Collaborate with Enterprise Account Managers to schedule, coordinate, and lead customer debugging

🎯 Requirements

• Based in the US West Coast timezone
• 5+ years of customer support engineering experience, or a comparable customer-facing technical
• 5+ years of experience supporting enterprise customers
• 2+ years of experience diagnosing production network connectivity and performance issues
• Strong problem-solving, analytical, and troubleshooting skills
• Clear, thoughtful communication skills, both verbal and written

🎁 Benefits

• Offers Bonus
• Offers Equity
• Salary range: $128K – $194K per year