Technical Support Engineer - Premium Accounts, Weekend Coverage

📋 Description

• Serve as primary escalation point for Enterprise/Majors; own high-severity cases.
• Triage, investigate, and resolve urgent issues; coordinate across teams.
• Maintain deep account context: workflows, configurations, integrations.
• Provide hands-on technical support for senior customer stakeholders.
• Lead incident communications; translate updates into impact and next steps.
• Participate in incident response: severity, escalation, and reviews.

🎯 Requirements

• Experience supporting enterprise or regulated software in technical support or escalation.
• Proven ability to engage high-level stakeholders.
• Detail-oriented; manage complex, multi-layered cases.
• Strong technical foundation; troubleshoot complex systems; translate concepts for customers.
• Customer-obsessed with ownership mindset; champion long-term success.
• Excellent judgment under pressure in high-severity contexts.

🎁 Benefits

• Shape a generational product at scale.
• Fast-paced, ownership-driven culture with growth.
• Global customers: 2400+ across 70+ countries.
• Clear path for personal, professional, and financial growth.
• Equal opportunity employer; accommodations available.