Senior Engineering Support Engineer

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Engineering Support Engineer based in United States.** This role serves as a critical technical bridge between customers and the engineering teams responsible for building and maintaining a complex cybersecurity platform. You will own Tier 3 technical escalations, leading deep investigations into challenging production issues and coordinating resolution across multiple teams. The position combines customer-facing engineering, site reliability, application observability, incident response, and technical troubleshooting. You will help strengthen platform reliability by identifying recurring failure patterns, improving monitoring, and turning production insights into lasting product improvements. You will also contribute to technical documentation, mentor support engineers, and help establish scalable troubleshooting practices. Working in a security-focused environment, you will collaborate closely with engineering, product, infrastructure, and customer experience teams. This is an opportunity to apply deep technical expertise to systems where reliability, responsiveness, and security have a meaningful real-world impact. ### Accountabilities - Lead the triage and resolution of complex, multi-component customer escalations, taking ownership from initial investigation through resolution and coordinating with infrastructure, engineering, and product teams as required. - Act as a senior technical escalation point for challenging customer issues, including incident command and coordination of technical response activities. - Investigate, validate, reproduce, and document confirmed software defects, creating detailed bug reports with supporting evidence, reproduction steps, and expected behavior. - Build and maintain application observability practices using monitoring, dashboards, and alerts to provide visibility into platform health, customer-facing Service Level Objectives (SLOs), and early warning signals. - Develop and refine Datadog monitors, dashboards, and alerts to improve proactive detection and response to application-layer issues. - Own customer communications throughout escalated incidents, providing accurate and timely updates while maintaining appropriate visibility into investigation and resolution progress. - Translate production and customer experience into actionable technical documentation, including troubleshooting guides, runbooks, playbooks, Root Cause Analyses (RCAs), and postmortems. - Identify recurring failure modes and trends across the customer base, working with product and engineering teams to address root causes and implement permanent fixes. - Mentor Tier 1 and Tier 2 Customer Experience support teams, helping them develop the technical knowledge and resources needed to resolve issues independently. - Participate in an on-call rotation, including occasional weekend coverage, responding to application-layer alerts within established SLOs and executing documented remediation procedures. - Collaborate across engineering, product, infrastructure, and customer-facing teams to continuously improve platform reliability, support effectiveness, and customer outcomes. ### **Requirements** - 3+ years of experience in technical support engineering, Site Reliability Engineering (SRE), or a closely related customer-facing engineering role, with demonstrated ownership of complex technical issue resolution. - Proven experience troubleshooting distributed systems in production environments, including the ability to interpret logs, trace interactions between components, and isolate root causes under pressure. - Strong Linux system administration skills, including processes, filesystems, networking, and application-level troubleshooting. - Experience working with containerized environments such as Kubernetes and/or Docker, including investigating pod health, reviewing logs, and understanding deployment states. - Familiarity with observability platforms such as Datadog or equivalent tools, including experience creating and maintaining monitors, dashboards, and alerts. - Production experience supporting Elasticsearch, PostgreSQL, or comparable database technologies. - Strong written communication skills and the ability to create clear technical documentation for both internal and customer-facing audiences. - Comfort using Artificial Intelligence (AI) tools and assistants as part of engineering workflows, including prompt engineering and AI-assisted troubleshooting or investigation. - Experience in customer-facing or customer-adjacent engineering environments, with the ability to balance urgency, technical rigor, and competing priorities under Service Level Agreement (SLA) expectations. - Experience supporting or securing software in cybersecurity environments, including exposure to security products or security-driven customer requirements. - Ability to read and navigate application source code sufficiently to trace defects, understand service behavior, and follow data flows. - Familiarity with Operational Technology (OT) and Industrial Control Systems (ICS) cybersecurity environments is preferred and can accelerate ramp-up. - Experience with Amazon Web Services (AWS), particularly services such as Elastic Kubernetes Service (EKS), Relational Database Service (RDS), and Elastic Compute Cloud (EC2), or comparable cloud infrastructure, is preferred. - Background in customer success, customer engineering, or professional services roles requiring strong technical credibility and relationship management is preferred. - Strong problem-solving, analytical, communication, and collaboration skills. ### **Benefits** - Base salary of **$130,000 USD**. - Competitive equity package. - Comprehensive benefits plan. - Opportunity to work on cybersecurity solutions protecting critical infrastructure and other high-impact environments. - Mission-driven, technically sophisticated work environment. - Opportunity to collaborate with engineering, product, infrastructure, and customer-facing teams. - Professional growth through exposure to complex distributed systems, cloud infrastructure, observability, cybersecurity, and reliability engineering. - Inclusive environment focused on authenticity, transparency, trust, and collaboration. - Equal opportunity employment environment. - Background check required as a condition of employment.