Senior Support Engineer, NORAM

Own complex technical support for enterprise customers using a content operations platform. You’ll investigate high-impact issues, guide customers through difficult implementations, and help improve the support team’s practices. The role combines hands‑on technical problem-solving with clear customer communication and informal team mentorship.

• Independently investigate and resolve complex customer issues, including ambiguous or high‑severity incidents.
• Keep customers informed throughout investigations and incident response.
• Create minimal reproductions, reusable code examples, and structured reports that help teams diagnose issues.
• Coach fellow support engineers on investigation and communication practices.
• Work with product and engineering partners to turn recurring customer friction into lasting improvements.
• Improve support workflows, systems, and documentation.

• Strong technical judgment and the ability to work through complex problems independently.
• Clear, calm communication, especially during high‑pressure situations.
• Empathy and a customer‑focused approach to technical support.
• Ability to explain and document problems through reproducible examples and structured reports.
• Interest and ability in sharing technical guidance with colleagues.

• Remote role based in the United States or Canada, with a West Coast/Pacific time zone location.