Scope:

The Senior Support Engineer will be responsible for overseeing the resolution of high-priority technical incidents, managing critical customer situations. This role requires a technical understanding of infrastructure (cloud, network, storage) to bridge the gap between engineering teams, support staff, and senior leadership.

Our current technical environment:

You will lead the technical response team for our global SaaS platform. When our logistics, inventory, or tracking modules encounter friction, you are the primary driver of restoration. You will manage the intersection of high-availability cloud infrastructure and the real-world physical demands of global commerce.

What you’ll do:

• Mission-Critical Restoration: Manage P0/P1 incidents affecting real-time tracking, EDI (Electronic Data Interchange) flows, and warehouse automation APIs.
• Incident Management & Escalation: Act as the primary contact for high-visibility infrastructure outages, managing the incident lifecycle until resolution.
• Peak Season Readiness: Lead "War Room" readiness and scaling strategies for high-volume events like Black Friday, Cyber Monday, and Lunar New Year.
• Cross-functional Coordination: Coordinate efforts between Infrastructure Architects, Cloud Operations, and Security teams to solve complex issues.
• Third-Party Integration Management: Act as the technical lead when outages originate from integrated partners (e.g., Microsoft Azure, Cloud Flare, Cisco Umbrella, Palo Alto. Etc…).
• Communication & Reporting: Provide regular status updates to senior leadership.
• Trend Analysis: Identify and record escalation trends to improve operational efficiency and decrease incident volume.
• Process Improvement: Enforce and improve escalation policies, SOPs, and service level agreements (SLAs).

What we are looking for:

• Previous experience in a customer support role
• Ability to track daily work and measure performance against benchmarks
• Strong phone etiquette and verbal communication skills
• Attentive and effective listening abilities
• Adaptability to various personality types
• Familiarity with CRM tools and technologies
• Strong customer‑centric mindset
• Ability to multitask efficiently
• Skilled at setting and managing priorities
• Excellent time‑management skills

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.