Senior Support Engineer II

Role overview This senior role sits on a Support Engineering team that delivers technical service to a large customer base of credit unions through a vertically focused SaaS platform. The position owns the most complex and high-severity cases, leads incident response, and drives systemic improvements rather than only one-off fixes. Success means pairing hands-on technical investigation with strong customer empathy and the ability to multiply impact by improving processes, tooling, and peer capability.

Responsibilities - Independently own the most complex investigations and executive-level escalations, driving them to clear outcomes for customers and internal teams. - Lead or co-lead incident response, coordinating communication, mitigation, and follow-up across Support, Engineering, Product, and Customer Success. - Identify recurring patterns in support issues and develop reusable solutions—documentation, scripts, tooling, and AI-assisted workflows—that reduce repeat cases. - Partner with Engineering and Product by surfacing data-driven insights that influence fixes, improvements, and roadmap decisions. - Serve as a technical point of contact for peers, providing guidance, review, and informal mentorship, and actively contribute to onboarding and knowledge sharing. - Own reliability and improvement efforts in specific areas of the platform, with a focus on preventing issues as much as resolving them.

Requirements - Significant experience in senior technical support, support engineering, or a closely related field handling high-severity production issues. - Strong working knowledge of SQL for data investigation, plus scripting ability and comfort with logs, internal tooling, and API-driven debugging. - Familiarity with AI tools and a willingness to integrate them into investigation and workflow work on a daily basis. - Demonstrated incident-response leadership, clear written and verbal communication, and sound judgment under pressure. - Track record of influencing product or engineering teams with structured feedback derived from real support data. - Comfort operating with autonomy in a fast-changing environment where priorities and platform scope evolve.

Benefits and work setup - Fully remote work with a home-office setup budget. - Twenty days of paid time off plus national holidays. - Stock options as part of the compensation package. - Twice-yearly in-person off-sites focused on team building. - Dedicated budget for work-related travel and co-working, supporting flexibility across locations and time zones.