About the Role

As a Senior Support Engineer, you will play a critical role in our engineering support function, serving as the final tier of investigation before issues escalate to our product engineering team. You will take genuine ownership of the cases assigned to you, ensuring that we deliver meaningful solutions and enhance our clients' experiences. Your responsibilities will involve a combination of deep technical diagnostics, production data operations, and effective cross-functional communication.

Responsibilities

• Conduct in-depth analysis and troubleshooting of technical issues related to our AI-powered practice management software.
• Collaborate with cross-functional teams to resolve complex client issues and enhance product features.
• Develop durable fixes that ensure long-term solutions rather than temporary patches.
• Maintain strong governance protocols for safe production access during troubleshooting.
• Document processes and solutions to create a knowledge base for future reference.
• Communicate clearly and effectively with customers, ensuring they are informed about the status of their issues.
• Participate in training and mentoring junior support engineers, fostering a collaborative team environment.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a technical support role, preferably within software or technology sectors.
• Strong problem-solving skills with the ability to analyze complex technical issues.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Experience with production data operations and governance best practices.
• Ability to work independently and as part of a team in a fast-paced environment.

Benefits

• Competitive salary and performance-based bonuses.
• Flexible working hours and the opportunity to work remotely.
• Comprehensive health benefits including medical, dental, and vision coverage.
• Generous paid time off and holiday policies.
• Professional development opportunities including training and certification programs.
• A vibrant, inclusive workplace culture that values diversity and collaboration.