Senior Technical Support Engineer

Join our team as a Senior Technical Support Engineer, where you'll tackle complex technical issues and provide exceptional support to our enterprise customers. You'll work alongside a global team, investigate incidents methodically, and contribute to our shared knowledge base. This is not just a ticket-based role; you'll be an incident commander, running incident channels and communicating with customer teams and stakeholders. If you're curious, take ownership, and thrive under pressure, we want you on our team.

• Triage and own technical support tickets from enterprise customers, collaborating with a global team across time zones.
• Investigate incidents methodically — reading logs, running queries, tracing replication issues — and surface the root cause, not just the fix.
• Contribute to the team's shared knowledge base and improve how we handle problems we've seen before.

• You embrace not knowing the answer yet, and you see that as the start of something, not a reason to hold back
• You have familiarity with Linux tools -- you have used the tools find and grep to navigate a filesystem
• You have a technical background in any discipline — software, systems, automotive, aerospace, networking, electronics, whatever. If you have solved real problems under real pressure with tools and documentation, that counts
• Note taking is how you gain context. You write down what you found, what you tried, and what you plan to do next, every time. It builds confidence for both you and the customer
• You jump in. When something unfamiliar comes across the queue and no one's claimed it, your instinct is to click it and start reading, not to wait
• You aren't afraid to reach out for help when you're stuck. You know it's a sign that you are learning. And when others are stuck, you are happy to help them
• Experience with any relational database — even if it's just writing queries
• Experience on a support team for a large software product