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.

• 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.

• 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 Web servers 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 web service: 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.

• 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, Power Shell, 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.