Sr Technical Support Engineer (VTS)

We are looking for a Senior Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement.  You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience. 
 

Essential Responsibilities Of Your Role: 

• Responding to complex inbound Technical service requests over the phone and email per day directly with customers. 

• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure. 

• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests 

• Create and maintain internal runbooks, FAQs, and technical documentation 

• Lead incident response or participate in on-call rotation for critical issues 

• Identify support trends and partner with Product & Engineering on long-term solutions 

• Accurately and efficiently log all issues and status updates in our internal tracking system. 

• Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success. 

• Supporting multiple cloud and hardware solutions  

• Contributing to the development of service desk processes and procedures. 

• Interacts closely with various departments and vendors to provide timely resolution on issues. 

• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.    

• Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams    

• Responding to complex inbound Azure and M365 Technical service requests over the phone and email directly with customers (VMs, Networking, Storage, Identity, etc.) 

* Note: This is not a complete list of tasks. 

  
Knowledge, Skills, and/or Abilities You Need To Have: 

• 4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role 

• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking 

• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure 

• Strong understanding of web technologies, integrations, or system architecture 

• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases 

• Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset. 

• Ability to prioritize user requests effectively and manage user expectations. 

• Ability to balance attention to detail with expeditious execution in a fast-paced environment working. 

• Passion for driving exceptional customer experience. 

• Ability to work through ambiguity and thrive in a rapidly changing business environment. 

• Strong analytical and problem-solving skills. 

• High school diploma (or equivalent) required. Secondary degree preferred. 

• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL   

• Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP   

• Basic understanding or experience working on Linux environments     

• General understanding of technologies on Apis webservice: JSON, REST, OAuth,..    

• Flexibility working some weekends    and later hours to help fulfill a 24x7 business  

• Passion for providing exemplary customer service, strong customer focus    

• Eager to learn new technologies    

• Good verbal and written professional communication, fluent in English.    

• Self-motivated and proactive in performing duties    

• Attention to detail    

    
     
   
Nice to have. Exposure to:    

• ITIL certification    

• Microsoft Azure certification    

• Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP    

• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL    

• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes    

• Experience with JIRA and Confluence   

* This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.