Engineering Liaison: Act as a technical partner to Engineering and Product teams, not just reporting bugs but providing reproducible test cases, code-level insights, and proposed fixes.

Root Cause Leadership: Own the post-mortem process for technical escalations, documenting complex RCAs and workarounds to build a robust internal knowledge base

Strategic Incident Management: Manage and prioritize high-severity escalations based on business impact and SLA requirements, ensuring transparent communication with stakeholders.

Systemic Improvement: Analyze ticket patterns to identify technical debt or recurring product flaws, proactively advocating for "fix-it" sprints with Product leadership.

Technical Mentorship: Design and deliver technical training or "office hours" for front-line representatives to improve their diagnostic skills and reduce escalation rates.

Observability & Tooling: Utilize and improve monitoring/observability dashboards (Datadog/Splunk) to identify issues before they are reported by customers.

5+ years in Technical Support Engineering, SRE, or a specialized Tier 3 escalation role

Proven experience with Identity Providers like Descope or Okta, and managing complex authentication flows.

Infrastructure Knowledge: Strong grasp of networking fundamentals (DNS, TLS, Load Balancing) and how they impact SaaS application performance.

Advanced SQL skills for data forensics and experience using scripting to automate repetitive support tasks.

Communication: Ability to translate highly technical "code-level" findings into executive-friendly summaries for non-technical leadership.

Familiarity with ERP or financial tools such as NetSuite or Navision is a plus.

Previous experience in a Customer Care or high-touch Customer Service environment.

Excellent written and verbal communication skills — able to convey technical concepts to non-technical audiences.

Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow).

Nice to have (but not required):

• Development Background: Previous experience in Software Engineering or QA/Automation.

• ERP Expertise: Specialized knowledge of integrating financial systems like NetSuite or Navision.

Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision

Additional Benefits:Full-time employees are eligible for fertility, commuter, and educational assistance benefits

401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals

Vacation: All full-time employees are eligible for paid vacation

Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays

Employee Discounts: Employees receive discounts on select grading services for approved submissions

Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs

Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities