Sr. Technical Support Engineer
Skills
SQLAmazon Web ServicesApplication SupportDebuggingJiraOracle DatabaseRoot Cause Analysis
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 6+ years in technical support software support engineering or SaaS implementation/consulting
- Proven ability to resolve complex multi-system technical issues independently
- Deep hands-on experience with ERP or financial systems and third-party integrations
- Advanced REST API and JSON skills with Postman or similar tools
- Strong SQL proficiency for data investigation log parsing and root cause analysis
- Experience owning high-severity executive-visibility customer escalations
- Excellent communication skills for technical and non-technical audiences
- Prior experience mentoring engineers or leading technical efforts
- Self-directed and organized in a fully remote environment
Nice to have
- Self-directed
- Organized
- Collaborative
- Detail-oriented
- Analytical
- Customer-focused
Day to day
- Own critical high-severity customer escalations from first contact to full resolution for enterprise and strategic accounts
- Use deep product and integration knowledge to troubleshoot issues across AvaTax E-Invoicing ECM and ERP platforms
- Perform advanced root cause analysis with logs SQL API debugging and environment diagnostics while documenting clear findings
- Represent Technical Support in cross-functional forums customer briefings and escalation calls
- Partner with Engineering Product and Professional Services to surface recurring issues and improve customer outcomes
- Build knowledge base articles runbooks and playbooks to accelerate team-wide resolution
- Mentor junior engineers and help improve support processes tooling and documentation