Senior Support Engineer I

📋 Description

• Collaborate with Customer Support, Engineering and Customer Success to troubleshoot issues.
• Resolve and triage complex customer issues; escalate when needed.
• Own internal tools, runbooks and diagnostics to improve productivity.
• Provide technical leadership and mentorship to the Support Engineering team.
• Maintain and update internal support documentation.
• Provide call-back resolution for customers as needed.

🎯 Requirements

• 5+ years of customer-facing technical experience with enterprise customers.
• Excellent written and verbal communication; explain tech to non-tech audiences; live support.
• Deep experience debugging complex API issues; familiarity with Sumologic, Datadog, Rollbar.
• Collaborate cross-functionally with internal teams and external partners.
• Strong ownership mentality; end-to-end customer experience; drive process improvement.
• Must be legally eligible to work in Canada; sponsorship not offered.

🎁 Benefits

• Remote-first company with flexible work options.
• Shared office spaces in New York City and Ireland; optional coworking.
• Competitive compensation with bonus structure.
• Performance reviews with actionable feedback.
• Award-winning culture and inclusive environment.