Senior Support Engineer
Skills
Software As A ServiceBusiness-To-BusinessContextCustomer SupportGlobal ServicesLarge Language ModelsPython
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Strong hands-on technical support or support engineering background for a technical B2B SaaS product
- Cybersecurity identity or SaaS security experience preferred
- Deep knowledge of APIs authentication identity logs telemetry integrations and systematic debugging
- Experience building or tuning automation or agentic and LLM-based support tooling or strong aptitude for it
- Ability to turn one-off escalations into repeatable automatable solutions
- Comfort operating with ambiguity in a function being rebuilt around technology
Nice to have
- Hands-on
- Technical depth
- Analytical mindset
- Automation-minded
- Comfort with ambiguity
Day to day
- Own complex high-severity escalated tickets end to end as the top technical escalation point before engineering
- Diagnose deep technical issues across APIs identity authentication integrations telemetry and product data flows
- Partner with the Head of Customer Support to design build and tune agentic support systems for automated triage resolution and knowledge retrieval
- Convert resolution work into reusable automation playbooks and knowledge that agentic systems can execute independently
- Identify automation gaps and close them to improve deflection and automated resolution quality
- Work closely with Product and Engineering on root cause analysis bug escalation and permanent product fixes