About the role
We are looking for a Senior Software Support Engineer to own complex technical escalations and help customers resolve issues in our enterprise web application. This is a customer-facing, hands-on troubleshooting role that partners closely with Support Analysts and Product/Engineering to restore service quickly, drive root-cause analysis, and improve product quality through clear feedback and documentation.
What you’ll do
· Own L3 escalations and critical customer issues from triage through resolution, coordinating with Engineering as needed.
· Reproduce issues in test/staging environments; analyze logs, stack traces, configuration, and data to identify root cause.
· Lead or contribute to major incident response (Sev1/Sev2): containment, customer updates, coordination, and post-incident review.
· Provide clear, timely customer communication: gather requirements, set expectations, propose workarounds, and confirm outcomes.
· Create engineering-ready bug reports with steps to reproduce, environment details, impact assessment, and supporting evidence.
· Develop and maintain internal/external knowledge: runbooks, known issues, troubleshooting guides, and best practices.
· Partner with Engineering/Product to reduce recurring issues by identifying trends, proposing fixes, and validating delivered corrections.
· Mentor L1/L2 team members: technical coaching, case strategy, and review of escalation quality.
· Continuously improve support processes and tools to reduce time-to-resolution and improve customer experience.
Success in this role
· Critical cases are triaged quickly and resolved efficiently with strong customer communication.
· Escalations to Engineering are high quality, reproducible, and accelerate time-to-fix.
· Knowledge base and runbooks reduce repeat incidents and enable L1/L2 to resolve more issues independently.
· Incident reviews lead to concrete preventative actions and measurable quality improvements.
Basic qualifications
· 5+ years in technical support, production support, or software support engineering for an enterprise or SaaS product.
· 2+ years operating as an L3 / escalations engineer (or equivalent) handling complex, cross-system issues.
· Strong troubleshooting skills for enterprise web applications (HTTP/HTTPS, REST APIs, authentication, configuration, and performance).
· Working knowledge of at least one programming language (Java, .NET/C#, or similar) with the ability to read code and interpret stack traces.
· Strong Microsoft SQL Server (MS SQL) skills (querying, joins, basic performance troubleshooting) and experience with relational databases/DBMS concepts.
· Working knowledge of Linux (shell, services/processes, networking basics, log analysis).
· Experience supporting hybrid deployments across Azure cloud and on‑prem infrastructure; familiarity with virtualization concepts.
· Excellent written and verbal communication skills; comfortable leading customer calls for complex issues.
· Ability to manage multiple high-priority issues simultaneously and maintain clear, organized case notes.
Preferred qualifications
· Experience with incident management and postmortems (ITIL, SRE, or similar practices).
· Experience with monitoring/observability tooling (NinjaOne, log aggregation, APM, metrics dashboards) and structured troubleshooting.
· Azure cloud fundamentals and hybrid (Azure + on‑prem) architecture awareness and familiarity with common deployment architectures (load balancers, reverse proxies, containers).
· Experience supporting virtualized environments (Hyper‑V and VMware) and Windows Server on‑prem deployments.
· Relevant certifications (ITIL, Microsoft Azure/Windows Server/SQL Server).
Work expectations
· May participate in an on-call or after-hours rotation to support critical incidents (details defined by the team).
· Hybrid/remote expectations, travel, and scheduling requirements will be aligned with business needs.
Job Type: Full-time
Pay: $55.00 - $60.00 per hour
Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance
Education:
• Bachelor's (Preferred)
License/Certification:
• Driver's License (Required)
Location:
• Torrance, CA 90503 (Preferred)
Ability to Commute:
• Torrance, CA 90503 (Required)
Ability to Relocate:
• Torrance, CA 90503: Relocate before starting work (Required)
Work Location: Remote