Senior Technical Support Engineer - West Coast

Role overview

This is a senior-level technical support position embedded with a West Coast regional team that handles complex customer issues for an enterprise software platform. The role owns high-priority and escalated cases end-to-end, including executive-level engagements, and partners closely with engineering, product, and quality counterparts to drive durable resolutions.

Responsibilities

- Take ownership of complex customer cases from intake through closure, acting as the primary technical contact for high-severity and escalated situations, including executive escalation calls and customer-facing meetings - Troubleshoot issues spanning relational databases, REST and SOAP APIs, web services, networking protocols, authentication, cloud platforms, and ERP, eCommerce, and third-party integrations - Lead technical investigations during critical incidents and production-impacting events, develop recovery and mitigation strategies, and coordinate cross-functional resources, including rotational on-call duties - Collaborate with Product Management, Development, and Quality Assurance to reproduce defects, validate fixes, and submit enhancement recommendations grounded in observed customer trends - Create and maintain knowledge base content and troubleshooting procedures within a Knowledge-Centered Service framework, leveraging AI-enabled research tools to accelerate analysis while retaining full accountability for technical decisions - Mentor less senior team members and lead process improvement initiatives that raise support efficiency and customer experience

Requirements

- 5+ years of enterprise software support in customer-facing roles, including hands-on work with complex escalations and production-impacting incidents - Demonstrated expertise in several of the following: SQL Server, Oracle, PostgreSQL, DB2, Linux/Unix, networking protocols, REST APIs, SOAP services, XML, JSON, Java, authentication protocols, cloud technologies, or application architecture - Hands-on troubleshooting of ERP, eCommerce, and third-party integrations such as SAP, Oracle ERP, NetSuite, Microsoft Dynamics, Workday, or comparable systems - Proven ability to perform root cause analysis, lead cross-functional resolution efforts, and develop mitigation strategies for high-visibility customer situations - Strong customer-facing communication skills, with the ability to lead technical and executive-level discussions with both technical and non-technical audiences - Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, Business Technology, or a related field, or equivalent combination of education and professional experience

Nice to have

- Deep expertise in tax determination workflows, transaction lifecycles, and supported product functionality - Background in cloud performance analysis and multi-tenant SaaS troubleshooting - Familiarity with AI-enabled support tools and emerging agentic technologies - Experience supporting customer implementations, upgrades, migrations, or integrations - Prior use of Knowledge-Centered Service methodology or comparable knowledge management frameworks

Benefits and work setup

- Applicants must reside in Washington, Oregon, Idaho, Nevada, or Arizona - Rotational on-call responsibility for critical incident coverage - US base salary range of $86,600 to $112,500, with potential eligibility for a performance bonus plan and equity grants, depending on skills, experience, location, and business needs