Senior Technical Support Engineer

Role overview A senior technical support role on a team responsible for the developer experience of a managed, multi-tenant software supply chain platform. The position blends deep customer engagement, complex troubleshooting, and engineering work on integrations that extend API, CLI, and webhook capabilities.

Responsibilities - Deliver high-quality technical support by diagnosing and resolving product-related issues, replicating problems in local environments and driving them to root cause. - Mentor a growing support team, raising the bar on technical depth and customer empathy. - Build and maintain third-party integrations such as Terraform, GitHub Actions, and CircleCI that extend platform capabilities. - Create and curate documentation, knowledge base articles, and FAQs that help customers self-serve common issues. - Collaborate with product and engineering teams to surface customer feedback and shape platform improvements.

Requirements - Proven senior-level experience in technical support, developer relations, or a related customer-facing engineering role. - Strong programming ability used to build and maintain integrations and tooling. - Deep understanding of CI/CD pipelines, developer workflows, and software distribution concepts. - Excellent diagnostic and troubleshooting skills across cloud, networking, and application layers. - Demonstrated ability to mentor teammates and contribute to a high-performing support culture.

Benefits and work setup - Remote-first culture with team members located close and far, collaborating primarily through online tools. - Periodic in-person planning sessions, meets and greets, and team activities at the company headquarters. - Three all-hands offsites per year with guest speakers and group activities. - Support for professional growth, including conference attendance, travel, and certifications.