Senior Technical Support Engineer
Senior Technical Support Engineer
confidentialSeattle, WA
yesterday
Software DevelopersComputer Systems Engineers/ArchitectsComputer User Support Specialists
Computer Systems Design ServicesCustom Computer Programming ServicesSoftware Publishers
Apply for this role →Key Responsibilities:
Customer Technical Support: Serve as the primary technical point of contact for our clients, delivering responsive, empathetic, and precise technical support through help desk tickets, email, and direct communication channels. Issue Diagnosis & Escalation: Investigate and reproduce customer-reported issues, conduct thorough root-cause analysis, document comprehensive technical reports, and escalate actionable findings to the engineering team. Customer Enablement & Knowledge Development: Create, maintain, and enhance comprehensive user documentation, including step-by-step guides, knowledge base articles, and instructional video content to maximize customer success. Technical Development Contributions: Actively participate in software enhancements, bug resolution, internal tool development, and patch deployment using PHP, Java Script, and PostgreSQL.Infrastructure & System Monitoring: Support platform stability by investigating server and database performance issues, leveraging Linux administration expertise to maintain optimal system health and reliability.
Required Qualifications
Professional Software Development Experience:
Minimum 3 years of professional software development experience, preferably within a SaaS environment. Back-End Development Expertise: Demonstrated proficiency with PHP and relational databases, specifically PostgreSQL.Front-End Development Knowledge: Working knowledge of Java Script, jQuery, HTML5, and CSS for troubleshooting and implementing minor enhancements. Linux Server Administration: Proficiency navigating the Linux command line interface, interpreting system logs, managing file permissions, and performing basic server troubleshooting. Customer-Centric Communication: Exceptional written and verbal communication abilities with the capacity to translate complex technical concepts into accessible language for non-technical stakeholders. Problem-Solving Capability: Strong analytical and troubleshooting skills with demonstrated ability to resolve issues independently and systematically.
Preferred Qualifications:
Experience designing and implementing API integrations and webhook configurations. Proficiency with screen recording and video editing tools such as Loom or Camtasia for creating user documentation. Prior experience with ticketing and issue management systems including Zendesk, Jira Service Desk, or Freshdesk. What We Provide: Competitive compensation package Flexible work arrangements Clear advancement opportunities across both technical support and engineering career paths Collaborative and supportive organizational culture
Also on the board Same function, level within a rung
Level
Senior
Location
Seattle, WA
Occupation
Software Developers
Industry
Computer Systems Design Services
Posted
yesterday