The Senior Technical Support Engineer is a highly specialized position serving as the deepest technical layer within MeridianLink's Customer Support organization. This role functions as a quasi-developer embedded in Support-bridging the gap between client-facing issue resolution and the Product and Engineering teams. The Senior Technical Support Engineer reports to a Manager, Product and Client Support and is responsible for owning, analyzing, and resolving the most technically complex escalations that unable to be resolved by lower-level teams. A critical function of this role is the triage and deflection of inbound Jira tickets that are incorrectly routed, investigating root causes through log analysis, database queries, and code inspection before any escalation occurs.
Expected Duties:- Serves as the final escalation point within Support for the most complex, technically ambiguous issues, owning resolution end-to-end, including communication to all internal and client stakeholders
- Investigates and triages inbound Jira tickets submitted to Product and Development, performing root cause analysis to determine whether issues represent bugs, configuration errors, data anomalies, or integration failures-deflecting tickets that can be resolved within Support
- Executes targeted SQL queries against client and application databases to diagnose data integrity issues, validate system behavior, and identify the source of discrepancies reported by clients or Tier 1/2 teams
- Analyzes application logs, API call logs, and integration event traces to reconstruct failure scenarios, isolate root causes, and produce clear technical summaries for Engineering and Product when escalation is warranted
- Reads and interprets source code (C#, SQL, JavaScript, Java, Python) to understand system behavior, validate expected outcomes, and identify defects or unintended logic without requiring developer assistance
- Authors detailed, structured Jira tickets when escalation to Product or Development is genuinely required, including reproduction steps, log excerpts, database findings, and a clear statement of support investigation performed
- Partners closely with Product Management and Engineering to communicate support- impact of known defects, advocate for prioritization of client-affecting bugs, and track resolution timelines
- Develops and maintains deep subject matter expertise across MeridianLink's product suite, including LOS, consumer banking, and third-party integration frameworks (e.g., Authorize.net, Nautilus, core banking connectors)
- Leads internal knowledge transfer sessions for Support teams on newly released features, known defects, and technical workarounds; contributes to and reviews knowledge base articles for technical accuracy
- Participates in after-hours emergency on-call coverage rotation for critical production issues
- Mentors Tier 1 and Tier 2 Software Support Analysts, building the team's technical diagnostic capability and reducing escalation volume over time
- Represents Support in cross-functional technical reviews, sprint planning input sessions, and Product roadmap discussions as a voice of the client and support organization
- Supports warm handoff transition calls from Professional Services project engagements, ensuring technical continuity as clients move into steady-state support
- Contributes to accomplishment of team and organizational support KPIs including deflection rate, escalation quality, and time-to-resolution on Tier 3 cases
- Performs other projects and duties as assigned
Qualifications: Knowledge, Skills, and Abilities- Bachelor's degree in Computer Science, Information Systems, or a related technical field; or equivalent hands-on experience in a software support, QA, or development-adjacent role
- 5+ years of experience in technical support, with a minimum of 2 years in a Tier 2 or Tier 3 capacity within a SaaS or fintech environment
- Proficient in SQL with demonstrated ability to write and execute complex queries for diagnostic purposes; experience with SQL Server preferred
- Demonstrated ability to read and navigate application code (C#, Java, Python, or similar) to understand business logic, trace execution paths, and identify defect candidates without full developer context
- Experience analyzing application logs, API payloads, and event streams to reconstruct failure sequences and identify root causes
- Working knowledge of credit application, loan origination, underwriting, and core banking processes as they relate to MeridianLink product behavior
- This position requires hands-on proficiency with SQL, application and API log analysis, and the ability to read and interpret source code across multiple languages.
- Strong communication skills and a structured, investigative mindset are essential to succeeding in this role.
