Senior Support Engineer I

Role overview

This senior support role handles complex enterprise integration problems and coordinates response to high-priority incidents involving EDI, APIs, and file transfer. Alongside hands-on troubleshooting, you will guide case management, coach other engineers, and improve operational practices through better automation, analysis, and use of AI-enabled tools.

Responsibilities

- Direct response to critical incidents, coordinate technical contributors, make timely decisions, and keep stakeholders updated through resolution. - Troubleshoot complex integration issues, determine root causes, and establish preventive actions to reduce repeat incidents. - Review active support queues, intervene on stalled or at-risk cases, and ensure tickets and alerts have clear ownership and priority. - Lead backlog reviews and action plans for aging cases, while improving case documentation and queue health. - Mentor engineers in troubleshooting, incident handling, and operational practices. - Use performance measures such as resolution time, recurrence, backlog age, and automation adoption to identify and lead improvements. - Find opportunities to improve alerting, standard procedures, automated resolution, and responsible use of AI in support workflows.

Requirements

- At least 9 years of relevant experience, including substantial hands-on work with EDI and enterprise integrations. - Bachelor’s degree in computer science, IT, engineering, or a related discipline, or equivalent professional experience. - Deep knowledge of EDI mapping and transformation, including ANSI X12 and EDIFACT, and experience handling XML, flat files, and spreadsheet data. - Strong understanding of integration and transfer protocols such as AS2, FTP/FTPS, SFTP, and HTTP/HTTPS. - Demonstrated ability to resolve complex technical problems, conduct root cause analysis, and prevent recurrence. - Clear communication and collaboration skills, sound judgment in ambiguous situations, and a willingness to mentor teammates.

Nice to have

- Experience in business-to-business or EDI support. - Comfort applying AI tools to routine work and identifying appropriate opportunities for automation.

Benefits and work setup

The listing gives an annual salary range of $70,000–$80,000 and describes a remote work environment. Benefits include health, dental, and vision coverage, flexible paid time off, a retirement match, FSA and HSA options, an employee assistance program, and paid parental leave.