Sr. Technical Support Engineer I

📋 Description

• Frontline support for Enterprise or SaaS-hosted products; resolve complex issues independently.
• Identify root causes, create reproducible test cases, and suggest changes.
• Ensure SLA adherence for initial response and timely resolution.
• Serve as SME for assigned products; escalate outages with SRE/Engineering.
• Log cases in Salesforce with updates; drive timely resolutions.
• Promote self-service adoption and knowledge sharing via KCS and knowledge base.

🎯 Requirements

• College degree in technical field or related experience.
• 5+ years in a support delivery role or 8+ years industry experience.
• Advanced IT, networking, database or SaaS/Cloud support; on-premise experience preferred.
• Certifications in Windows, Linux, RDBMS, AWS preferred.
• Excellent communication; strong problem-solving and time management.
• Proficient with CRM systems, Microsoft apps, JIRA/Confluence.

🎁 Benefits

• Global, diverse team with collaborative culture.
• Opportunity to work with AI/ML technologies.
• Hybrid work environment with multiple US locations.
• Recognized Best Places to Work; growth-focused culture.