Technical Support Engineer - Premium Accounts, Weekend Coverage

📋 Description

• Serve as primary escalation point for Enterprise/Major accounts and high-severity cases.
• Triage, investigate, and resolve urgent issues with Support, CS, Eng, Product, Security.
• Maintain deep account context (workflows, configurations, integrations) to guide troubleshooting.
• Provide real-time, hands-on technical support for senior stakeholders.
• Lead proactive incident communications with impact, expectations, and next steps.
• Participate in incident response (severity, escalation, post-incident review).

🎯 Requirements

• Experience supporting enterprise or highly regulated software in technical support and escalation.
• Proven ability to engage and manage high-level internal and external stakeholders.
• Strong technical foundation; troubleshoot complex systems with cross-team collaboration.
• Ownership mindset with end-to-end accountability for customer outcomes.
• Excellent written and verbal communication with senior customer stakeholders.
• Ability to manage multiple urgent issues simultaneously with accuracy.

🎁 Benefits

• Opportunity for personal and professional growth.
• Work with enterprise customers across global markets.
• Collaborative, fast-paced team culture.