Senior Technical Support Engineer - Remote

Overview

The Senior Technical Support Engineer (Senior TSE) is a highly skilled problem-solver responsible for diagnosing, troubleshooting, and resolving complex technical issues related to hardware, software, and cloud-based systems. This role serves as a key escalation point for Tier 1 and Tier 2 support teams, providing in-depth analysis, mentoring junior engineers, and improving support processes.

In Short

• Act as the final escalation point for TSEs for complex technical issues, ensuring timely and effective resolution.
• Conduct deep-dive investigations into software, firmware, and hardware issues.
• Work closely with Technical Lead, Engineering and Product teams to report and resolve critical bugs.
• Analyze incident data to identify patterns, root causes, and recurring issues.
• Perform hardware-level diagnostics, including testing and validation of sensors and embedded systems.
• Assist TSE and new hires.

Requirements

• Deep understanding of software, firmware, and hardware troubleshooting.
• Ability to analyze system logs and network traffic to diagnose issues.
• Experience working with Grafana, Redash, AWS, and JIRA.
• Familiarity with cloud-based architectures and monitoring tools.
• Knowledge of SQL, scripting (Python, Bash, or PowerShell), and automation is a plus.
• Proactive in improving support processes and knowledge base.
• Strong verbal and written communication skills.
• Experience dealing with enterprise customers and high-priority cases.
• Willingness to mentor junior engineers.
• Minimum 1+ years of experience in Technical Support or a similar role.

Benefits

• Creating a diverse and inclusive workplace.
• Equal opportunity employer.