Senior Technical Support Engineer

Department:
Engineering / Product Support / reporting to David Jacobus, Engineering Manager

This is a more technically hands‑on role that owns escalated issues beyond what frontline support can handle. The engineer works directly with end users, Customer Success, and engineering to diagnose and resolve application issues using logs, database queries, and system‑level tools. This is real diagnostic work — not scripted troubleshooting.

Someone technically solid and methodical who is comfortable digging into a Windows‑based web application stack without being a software developer. They need strong instincts, a structured approach to investigation, and the ability to communicate findings clearly to both technical and non‑technical stakeholders. This person doesn't need to write code, but they do need to get their hands dirty with SQL, logs, and system tools.

• 2+ years in technical support, application analysis, or a similar hands‑on role
• Working knowledge of Windows Server environments (IIS, Windows Event Viewer, file systems, services)
• Ability to write basic SQL queries — filtering, joins, aggregations
• Experience reading application and system logs to identify root causes

• IIS log analysis and SQL Server Management Studio (SSMS)
• Background in regulated environments — healthcare, government, or financial services
• Monitoring tools:
  Dynatrace, Datadog, Pager Duty
• Basic Power Shell for diagnostics

• This role has real technical depth — candidates who are bored by scripted support and want to do meaningful diagnostic work will find it engaging
• Exposure to a complex enterprise web application
• Part of a growing, maturing support function with room to make an impact

Candidates must be U.S. citizens or permanent residents with no prior denial of government security clearance.