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We’re expanding our Support presence in North America and looking for a highly autonomous Senior Technical Support Engineer to lead the regional front line for complex customer issues.
In this role you will investigate and resolve production issues in a complex SaaS environment by analysing application workflows, system behaviour, and database records. You will work closely with customers, Product, Engineering, and Infrastructure and Deployment teams to identify root causes and guide issues through to resolution.
This role focuses on application-level troubleshooting and data investigation, rather than infrastructure or DevOps operations.
You will also act as the primary technical contact for customers in the North America region. This includes leading technical discussions, managing incidents, and communicating clearly during high-impact situations.
As the sole Support presence in North America, this role requires strong judgment, independence, and structured thinking. You will prioritize work, decide when to escalate, and represent Support in the region while collaborating closely with teams in Europe .
This role combines deep technical troubleshooting, customer engagement, and operational ownership, with opportunities to influence tooling, documentation, and support processes as we scale.
What You'll Do
Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations
Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes
Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues
Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis
Serve as the primary technical contact for customers in the North America region, handling written communication, customer calls, and incident discussions
Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights
Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution
Make prioritization and escalation decisions independently during regional business hours
Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product
Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale
What You'll Need
A structured and analytical engineer who enjoys solving technical puzzles and navigating complex systems. You should be comfortable asking questions, working through ambiguity, and tracing problems through data, logs, and application behaviour.
The Ideal Candidate: 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)
Very good English and Spanish skills, both spoken and written
Enjoys debugging complex issues
Communicates clearly with both technical and non-technical stakeholders
Takes ownership of problems until resolution
Detail-oriented and methodical when analysing systems
Core Technical Skills: Ability to troubleshoot complex software systems
Working knowledge of SQL
Experience investigating issues using data and database queries
Familiarity with browser developer tools (DevTools, Network tab)
Ability to inspect request/response data (e.g., JSON payloads)
Structured problem-solving and root cause analysis
Bonus Points For
Experience supporting SaaS or enterprise software
Familiarity with application logs and debugging workflows
Experience working with ticketing systems and customer-facing technical support
Exposure to relational database schemas and data models
Why You’ll Love Working with Us
Work in a fast-growing and interesting industry
Flexible work that best fits your needs and the role
Competitive compensation
Top-notch offices and equipment
Continuous improvement and learning opportunities to grow your career
Team activities, not the usual one just to look nice on social media but what our team choose and ask for
A great team of engaged passionate and helpful people