APAC Senior Tech Support Engineer - SaaS Troubleshooter

Cenosco

Polska

Hybride

PLN 180 000 - 260 000

Plein temps

14 jours+

Générateur de candidature

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Résumé du poste

Cenosco is expanding its APAC support footprint with a highly autonomous Senior Technical Support Engineer to lead the regional front line for complex customer issues within our SaaS platform. You will investigate production issues by analyzing workflows, system behaviour, and database records, and coordinate with Product, Engineering, and Infrastructure to drive resolution.

As the sole APAC support point, you will manage incidents, communicate clearly during high-impact events, and contribute

Qualifications

6+ years in technical support or customer-facing technical engineering roles.
Strong debugging of complex issues.
Excellent written and verbal communication.
Ownership mindset and independent decision making.
Detail-oriented and methodical in analysis.

Responsabilités

Investigate complex customer issues across a multi-component SaaS platform.
Analyse data with SQL and investigate databases to identify root causes.
Use browser DevTools to inspect requests and API behavior.
Provide primary technical contact for APAC customers and incidents.
Lead incident discussions and communicate findings clearly to customers and internal teams.
Document reproducible bug reports and drive resolution with Product, Engineering and Infra teams in Europe.
Make prioritization and escalation decisions during regional business hours.
Identify recurring issues and translate insights into improvements for Support and Product.
Contribute to documentation and support tooling improvements as we scale.