Writer24 days ago
Инженер поддержки (Senior Support Engineer)
Salary not specified
MARKET
12,354 ₽median for this role
IT Support / Helpdesk · 64 jobs with disclosed pay
5,714half of the offers: 8,520–16,354145,833
The employer didn't disclose pay — compare with the market yourself.
Полная занятостьУдалёнка
Responsibilities
- 01Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom
- 02Guide technical end users directly by debugging and refining custom-built Python and no-code agents
- 03Serve as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts
- 04Drive technical investigations across our stack and escalate deeper technical issues to product and engineering teams
- 05Shape our product roadmap by gathering and sharing platform feedback and feature requests with product and design teams
- 06Build and maintain automated diagnostic tools and scripts to scale our support operations and reduce resolution times
Requirements
- 01Bring 5+ years of experience providing technical support for an enterprise B2B SaaS organization
- 02Demonstrate deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
- 03Possess strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments
- 04Enjoy working on-screen with customers to overcome product issues and connect with them empathetically
- 05Communicate complex technical concepts clearly through excellent writing and communication skills
- 06Challenge the status quo by bringing experience with GenAI and LLMs (a huge bonus) and own the resolution of every technical issue from start to finish
What we offer
- 01Hybrid work in New York City and London hubs
- 02Reports directly to the manager of support engineering
- 03Generous PTO, plus company holidays
- 04Medical, dental, and vision coverage for you and your family
- 05Paid parental leave for all parents (16 weeks)
- 06Fertility and family planning support
- 07Early-detection cancer testing through Galleri
- 08Flexible spending account and dependent FSA options
- 09Health savings account for eligible plans with company contribution
- 10Annual work-life stipends for wellness (gym, massage/chiropractor, personal training, etc.) and learning and development
- 11Company-wide off-sites and team off-sites
- 12Competitive compensation, company stock options and 401k