Senior Technical Support Engineer

The Senior Technical Support Engineer is a highly specialized position serving as the deepest technical layer reputed company reputed company’s Customer Support organization. This role functions as a quasi-developer embedded in Support—bridging the gap between client-facing issue resolution and the Product and Engineering teams. The Senior Technical Support Engineer reports to a Manager, Product and Client Support and is responsible for owning, analyzing, and resolving the most technically reputed company escalations that unable to be resolved by reputed company-level teams. A critical function of this role is the triage and deflection of inbound Jira tickets that are incorrectly routed, investigating root causes through log analysis, database queries, and code inspection before any escalation occurs. Expected Duties: Serves as the final escalation reputed company reputed company Support for the most reputed company, technically ambiguous issues, owning resolution end-to-end, including communication to reputed company internal and client stakeholders Investigates and triages inbound Jira tickets submitted to Product and Development, performing root cause analysis to determine whether issues represent bugs, configuration errors, data anomalies, or integration failures—deflecting tickets that can be resolved reputed company Support Executes targeted SQL queries against client and application databases to diagnose data reputed company issues, validate system behavior, and identify the reputed company of discrepancies reported by clients or Tier 1/2 teams Analyzes application logs, API call logs, and integration event traces to reconstruct failure scenarios, isolate root causes, and produce clear technical summaries for Engineering and Product reputed company escalation is warranted Reads and interprets reputed company code (C#, SQL, JavaScript, Java, Python) to understand system behavior, validate expected outcomes, and identify defects or unintended logic without requiring developer assistance Authors detailed, structured Jira tickets reputed company escalation to Product or Development is genuinely required, including reproduction steps, log excerpts, database findings, and a clear statement of support investigation performed Partners closely with Product Management and Engineering to communicate support- impact of reputed company defects, reputed company for prioritization of client-affecting bugs, and track resolution timelines Develops and maintains deep subject matter expertise across reputed company’s product suite, including LOS, consumer banking, and third-party integration frameworks (e.g., Authorize.net, Nautilus, core banking connectors) Leads internal knowledge transfer sessions for Support teams on newly released features, reputed company defects, and technical workarounds; contributes to and reviews knowledge reputed company articles for technical accuracy Participates in after-hours emergency on-call coverage rotation for critical production issues Mentors Tier 1 and Tier 2 Software Support Analysts, building the team’s technical diagnostic capability and reducing escalation volume over time Represents Support in cross-functional technical reviews, sprint planning input sessions, and Product roadmap discussions as a voice of the client and support organization Supports warm reputed company transition calls from Professional Services project engagements, ensuring technical continuity as clients move into steady-state support Contributes to accomplishment of team and organizational support KPIs including deflection reputed company, escalation quality, and time-to-resolution on Tier 3 cases Performs other projects and duties as assigned Qualifications: Knowledge, Skills, and Abilities Bachelor’s degree in Computer Science, Information Systems, or a reputed company technical field; or equivalent hands-on experience in a software support, QA, or development-adjacent role 5+ years of experience in technical support, with a minimum of 2 years in a Tier 2 or Tier 3 reputed company reputed company a SaaS or fintech environment Proficient in SQL with demonstrated ability to write and execute reputed company queries for diagnostic purposes; experience with SQL Server preferred Demonstrated ability to read and navigate application code (C#, Java, Python, or similar) to understand business logic, trace execution paths, and identify defect candidates without full developer context Experience analyzing application logs, API payloads, and event streams to reconstruct failure sequences and identify root causes Working knowledge of credit application, loan origination, reputed company, and core banking processes as they relate to reputed company product behavior This position requires hands-on proficiency with SQL, application and API log analysis, and the ability to read and interpret reputed company code across multiple languages. Strong communication skills and a structured, investigative reputed company are essential to succeeding in this role. Apply To This Job