Senior Technical Support Engineer

Job description

About Ditto: Ditto is redefining how data moves at the edge. Our mission is to make it seamless for developers to build resilient, real-time applications, regardless of network conditions. Whether you're in a stadium, airplane, or remote military base, Ditto's peer-to-peer sync engine ensures devices stay connected and data stays consistent, even without internet. With more than $145 million in funding and trusted by organizations like Chick-fil-A, Delta Airlines, and the U.S. military, Ditto powers mission-critical experiences across aviation, retail, travel, hospitality, defense, and more. As a globally distributed, fast-growing startup, we’re committed to building a diverse and inclusive team that reflects the wide range of perspectives needed to solve the world’s hardest connectivity problems. As a Senior Technical Support Engineer, you will serve as a trusted technical advisor and frontline champion for our high profile enterprise customers. Your mission is to ensure that every customer issue is resolved with urgency, accuracy, and empathy, whether that means diving deep into a codebase, reproducing complex technical bugs, or coordinating cross-functional teams to unblock a customer. You'll act as the first line of defense, working closely with product and engineering partners to understand and resolve issues at their root. From creating tools that enable self-service support to collaborating with senior technology leaders at Fortune 500 companies, you’ll help us scale world-class support operations as we grow. This is a hands-on, high-impact role ideal for someone excited to work at the intersection of product, engineering, and customer success. As a (Senior) Technical Support Engineer you will: - Reproduce, debug, and escalate technical issues in partnership with Engineering and Product. - Act as a technical expert and initial escalation point for our SDK and Cloud products. - Work directly with developers to provide guidance and resolve complex issues. - Respond to live escalations and production incidents, coordinating with internal teams and customer stakeholders. - Participate in a 24/7 on-call rotation to support critical customer needs. - Collaborate with Engineering to communicate incident status and contribute to root cause analyses. - Build tools and automation to improve support workflows and reduce response time. - Use AI and other tools to create self-service opportunities for routine incidents. - Advocate for customer needs and influence product improvements based on real-world feedback. - Continuously sharpen your troubleshooting skills through exposure to challenging technical problems. What you’ll need: - Have 3-5+ years of experience in technical support engineering or software engineering roles. - Ability to translate complex and ambiguous problem sets into clear hypotheses and solutions. - Deep experience in at least one relevant subject area like Operating Systems, Cloud Infrastructure, Kubernetes, Networking, Databases, Distributed Systems, etc. - Bachelor’s degree in Computer Science or similar experience. - Ability to read/follow code and GitHub commits to understand recent changes. - Customer-facing soft skills including active listening, customer empathy, and expectation-setting. Nice to haves: - Prior experience in a hyper-growth company - A passion for building support functions and enablement from 0 to 1 - Track record of building strong relationships with Fortune 500 companies THE BENEFITS OF BUILDING WITH US We offer competitive salaries and meaningful equity. We believe everyone on the team should have a stake in what we’re building. Benefits vary by region to make sure you're covered in the ways that matter most. In the US, that includes health, dental, vision, life, and disability insurance, plus a 401(k) and flexible spending accounts. Regardless of where you live, everyone at Ditto can utilize flexible time off. And while we work remotely, our Atlanta office is always open if you ever want a place to work or meet up with teammates. APPLY ANYWAY At Ditto, we know game-changers don’t always come wrapped in a “perfect” resume. Years of experience? Every single bullet point checked? Meh. That’s not what drives us. What does matter? - Grit. - Curiosity. - Adaptability. - And a genuine spark for what we’re building. So if you’re fired up about our mission but not sure you tick every box - hit that apply button anyway. Use your application to show us how you’ll make an impact here. We’re always on the lookout for exceptional humans who want to grow, stretch, and build something meaningful with us. EQUAL OPPORTUNITY EMPLOYER Ditto is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Ditto is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let us know.