Senior Technical Support Engineer

Key Role: Senior Technical Support Engineer

Job Overview:

We are looking for a seasoned technical professional to join our team as a Senior Technical Support Engineer. This is a hybrid role that combines deep technical expertise with project leadership capabilities to support mission-critical client environments and drive successful implementation of our solutions.

This senior-level position requires an experienced individual with 10-15 years of experience in technical support, systems engineering, or customer-facing IT services. The ideal candidate will have strong technical skills, excellent communication and stakeholder management skills, and the ability to influence at senior levels.

The role involves serving as the primary technical interface between our organization and clients, resolving escalated issues, managing complex deployments, and ensuring operational excellence. The successful candidate will also be responsible for mentoring junior staff, improving processes, and contributing directly to both client satisfaction and organizational success.

Key Responsibilities:

• Serve as the senior escalation point for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.
• Lead root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
• Establish and uphold support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
• Monitor SLA adherence for response and resolution times and proactively implement measures to exceed customer satisfaction (CSAT) expectations.
• Guide and mentor junior support engineers, fostering technical growth and enhancing team performance.

Project Management:

• Independently manage full lifecycle technical projects including client onboarding, integration, platform upgrades, and solution rollouts.
• Define and maintain project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
• Provide senior-level project governance, communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.
• Anticipate project risks and develop robust mitigation strategies; oversee scope, timeline, and budget adherence across multiple concurrent initiatives.
• Drive cross-functional collaboration across engineering, QA, operations, and customer success teams to achieve seamless project delivery.

Candidate Requirements:

• 10–15 years of professional experience in technical support, systems engineering, or customer-facing IT services.
• Minimum 5+ years in managing customer-facing technical projects or enterprise implementations.
• Deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure.
• Expertise with project management tools (e.g., JIRA, Asana, MS Project) and reporting platforms.
• Excellent communication and stakeholder management skills, with the ability to influence at senior levels.

Preferred Qualifications:

• PMP, PRINCE2, or equivalent Project Management certification.
• Experience with CRM and ticketing platforms (e.g., Salesforce, Zendesk, ServiceNow).
• Previous experience in SaaS, enterprise software, or IT infrastructure environments.
• Prior success working with enterprise B2B clients in regulated or high-compliance sectors (e.g., healthcare, finance, telecom).

Required Skills & Traits:

• Strategic problem solver: approaches challenges with critical thinking, balancing short-term fixes with long-term solutions.
• Operational leader: brings structure, efficiency, and clarity to complex projects and support processes.
• Customer advocate: consistently represents client needs and ensures exceptional service delivery at every touchpoint.
• Collaborative influencer: navigates cross-functional dynamics effectively to unite teams around common goals.
• Results-driven professional: takes full ownership of outcomes and continually seeks ways to improve performance and customer value.