Senior Technical 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 Technical Support Engineer based in the United States.** This senior technical role is focused on solving complex customer challenges across enterprise software, cloud, and hybrid environments. You will act as a trusted technical expert, diagnosing difficult issues and partnering closely with engineering and operations teams to drive resolution. The position combines hands-on troubleshooting with technical leadership, knowledge sharing, and continuous improvement. You will work across cloud services, databases, networks, APIs, integrations, authentication, and connected technologies. Your expertise will help improve customer experiences while also influencing product quality, support processes, and future capabilities. You will collaborate with global teams, mentor colleagues, and become a go-to resource for high-impact technical challenges. This is an opportunity to deepen your technical and leadership skills while contributing to technology that supports critical infrastructure projects worldwide. ### Accountabilities - Investigate and resolve complex technical issues for enterprise customers, identifying root causes and delivering effective, sustainable solutions. - Support enterprise software and its integrations across cloud services, databases, networks, authentication systems, and other connected technologies. - Lead complex technical incidents through resolution in close partnership with Engineering, Operations, Product, and other internal teams. - Analyze logs, packet captures, HAR files, and other diagnostic information to isolate problems and determine appropriate corrective actions. - Serve as a senior technical authority and trusted expert within your area of specialization, providing guidance on challenging customer and product issues. - Communicate technical findings, decisions, risks, and recommendations clearly to both technical and non-technical stakeholders. - Proactively identify recurring issues, operational risks, and opportunities to improve customer support before they develop into larger problems. - Help develop and refine troubleshooting, testing, documentation, and support processes that can scale across the organization. - Share technical knowledge through training sessions, technical talks, documentation, mentoring, and peer collaboration. - Provide product feedback and practical recommendations that can contribute to product enhancements and future capabilities. - Stay current with emerging technologies, industry developments, and technical best practices to continuously strengthen the support function. ### **Requirements** - 7+ years of experience supporting enterprise software in SaaS, cloud, hybrid, or similarly complex technical environments. - Proven ability to independently lead complex technical issues from investigation through resolution while collaborating effectively with Engineering and Operations teams. - Strong hands-on experience with **Microsoft Azure**, including cloud-based troubleshooting and service environments. - Solid experience with Windows Server and desktop environments. - Strong understanding of networking and connectivity troubleshooting. - Practical knowledge of APIs, system integrations, Single Sign-On (SSO), and OAuth. - Advanced diagnostic skills, including the ability to analyze logs, packet captures, HAR files, and other technical data to identify root causes. - Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear explanations for customers, engineers, and other stakeholders. - Calm, structured, and customer-focused approach when managing critical or high-impact incidents. - Strong ownership, curiosity, problem-solving ability, and willingness to continuously develop technical expertise. - At least one current, role-relevant cloud certification is required, or demonstrated ability to obtain one within 90 days. - Microsoft Azure certifications such as **AZ-900** or **AZ-104** are strongly preferred. - Networking certifications such as **CCNA, CCNP**, or equivalent demonstrable networking expertise are advantageous. - Security fundamentals certification such as **SC-900** or equivalent knowledge is a plus. - Ability to collaborate effectively with global teams and contribute to a culture of knowledge sharing and continuous improvement. - No travel is required for this position. ### **Benefits** - Competitive salary and comprehensive benefits package. - Flexible work arrangement, with the opportunity to work remotely within the United States or from the Exton, Pennsylvania office where applicable. - Health and wellbeing-focused employee support and resources. - Inclusive culture centered on collaboration, belonging, and colleague wellbeing. - Opportunities for continuous technical learning, professional development, and leadership growth. - Exposure to global engineering, product, and technical support teams. - Opportunity to work on software and technologies supporting architecture, engineering, construction, and critical infrastructure projects. - Meaningful opportunity to contribute to more connected, sustainable, and resilient infrastructure through technology. - Collaborative environment where technical expertise, innovation, mentoring, and knowledge sharing are highly valued.