Sr Technical Support Engineer
10 days ago
Santander
We are looking for a Senior Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience. • Responding to complex inbound Technical service requests over the phone and email per day directly with customers., • Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure., • Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests., • Create and maintain internal runbooks, FAQs, and technical documentation., • Lead incident response or participate in on-call rotation for critical issues., • Identify support trends and partner with Product & Engineering on long-term solutions., • Accurately and efficiently log all issues and status updates in our internal tracking system., • Understand client's business objectives/impact and apply their expertise to timely resolve issues and ensure customer success., • Support multiple cloud and hardware solutions., • Contribute to the development of service desk processes and procedures., • Interact closely with various departments and vendors to provide timely resolution on issues., • Handle support requests from resellers, stay on top of new features and enhancements, and provide diagnoses and issue resolution on our Platform., • Triage to internal and external teams, pushing for resolution within SLO’s by acting as the Customer advocate with Engineering, Development and 3rd party Vendor teams., • 4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role., • Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking., • Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure., • Strong understanding of web technologies, integrations, or system architecture., • Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases., • Excellent verbal and written communication skills, as well as strong analytical and problem-solving skills; with a customer-first mindset., • Ability to prioritize user requests effectively and manage user expectations., • Ability to balance attention to detail with expeditious execution in a fast‑paced environment., • Passion for driving exceptional customer experience., • Ability to work through ambiguity and thrive in a rapidly changing business environment., • High school diploma (or equivalent) required. Secondary degree preferred., • Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL., • Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP., • Basic understanding or experience working on Linux environments., • General understanding of technologies on APIs webservice: JSON, REST, OAuth., • Flexibility working some weekends and later hours to help fulfill a 24x7 business., • Passion for providing exemplary customer service, strong customer focus., • Eager to learn new technologies., • Good verbal and written professional communication, fluent in English., • Self‑motivated and proactive in performing duties., • Attention to detail., • ITIL certification., • Microsoft Azure certification., • Hands‑on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP., • Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP, Knowledge of SQL., • Exposure to virtualization and orchestration technologies such as Docker and Kubernetes., • Experience with JIRA and Confluence. #J-18808-Ljbffr
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