Senior Software Support Engineer

About the role

We are looking for a Senior Software Support Engineer to own complex technical escalations and help customers resolve issues in our enterprise web application. This is a customer-facing, hands-on troubleshooting role that partners closely with Support Analysts and Product/Engineering to restore service quickly, drive root-cause analysis, and improve product quality through clear feedback and documentation.

What you’ll do

• Own L3 escalations and critical customer issues from triage through resolution, coordinating with Engineering as needed.
• Reproduce issues in test/staging environments; analyze logs, stack traces, configuration, and data to identify root cause.
• Lead or contribute to major incident response (Sev1/Sev2): containment, customer updates, coordination, and post-incident review.
• Provide clear, timely customer communication: gather requirements, set expectations, propose workarounds, and confirm outcomes.
• Create engineering-ready bug reports with steps to reproduce, environment details, impact assessment, and supporting evidence.
• Develop and maintain internal/external knowledge: runbooks, known issues, troubleshooting guides, and best practices.
• Partner with Engineering/Product to reduce recurring issues by identifying trends, proposing fixes, and validating delivered corrections.
• Mentor L1/L2 team members: technical coaching, case strategy, and review of escalation quality.
• Continuously improve support processes and tools to reduce time-to-resolution and improve customer experience.

Success in this role

• Critical cases are triaged quickly and resolved efficiently with strong customer communication.
• Escalations to Engineering are high quality, reproducible, and accelerate time-to-fix.
• Knowledge base and runbooks reduce repeat incidents and enable L1/L2 to resolve more issues independently.
• Incident reviews lead to concrete preventative actions and measurable quality improvements.

Basic qualifications

• 5+ years in technical support, production support, or software support engineering for an enterprise or SaaS product.
• 2+ years operating as an L3 / escalations engineer (or equivalent) handling complex, cross-system issues.
• Strong troubleshooting skills for enterprise web applications (HTTP/HTTPS, REST APIs, authentication, configuration, and performance).
• Working knowledge of at least one programming language (Java, .NET/C#, or similar) with the ability to read code and interpret stack traces.
• Strong Microsoft SQL Server (MS SQL) skills (querying, joins, basic performance troubleshooting) and experience with relational databases/DBMS concepts.
• Working knowledge of Linux (shell, services/processes, networking basics, log analysis).
• Experience supporting hybrid deployments across Azure cloud and on‑prem infrastructure; familiarity with virtualization concepts.
• Excellent written and verbal communication skills; comfortable leading customer calls for complex issues.
• Ability to manage multiple high-priority issues simultaneously and maintain clear, organized case notes.

Preferred qualifications

• Experience with incident management and postmortems (ITIL, SRE, or similar practices).
• Experience with monitoring/observability tooling (NinjaOne, log aggregation, APM, metrics dashboards) and structured troubleshooting.
• Azure cloud fundamentals and hybrid (Azure + on‑prem) architecture awareness and familiarity with common deployment architectures (load balancers, reverse proxies, containers).
• Experience supporting virtualized environments (Hyper‑V and VMware) and Windows Server on‑prem deployments.
• Relevant certifications (ITIL, Microsoft Azure/Windows Server/SQL Server).

Work expectations

• May participate in an on-call or after-hours rotation to support critical incidents (details defined by the team).
• Hybrid/remote expectations, travel, and scheduling requirements will be aligned with business needs.
• This role requires employees to live within the surrounding Los Angeles International Airport (LAX) region to support operational needs.

Job Type: Full-time

Benefits:

• 401(k) with employer match 
• Dental insurance
• Medical insurance
• Vision insurance
• Life insurance
• Optional supplemental insurance
• Vacation, starting at 3 weeks annually and increases with tenure
• Sick time, 48 hours annually
• 11 company paid holidays
• Professional development program for training and tuition reimbursement