Platform Support Engineer - Senior Escalation & Reliability

Intradiem; United States; On-site; USD 110,000 - 140,000; Full time

Job summary

Intradiem is seeking a Senior Technical Support Engineer to actively escalate and resolve platform-level issues. You will perform deep-dive root-cause analysis using databases, logs, and diagnostics, and write SQL scripts under governance to assist resolution.

You will own the triage and backlog in Salesforce, coordinate with Engineering and CX leadership, and mentor junior engineers while driving improvement projects in monitoring, automation, and support processes.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in technical product support, software development, or a senior technical troubleshooting capacity.
• 3+ years in SaaS support at a senior/platform level, with Microsoft SQL Server, and writing/executing SQL scripts.
• Deep understanding of service-oriented architecture (SOA).
• Experience with monitoring, alerting, and log aggregation solutions.
• Experience with troubleshooting tools such as Fiddler, Wireshark, DebugView, or Process Monitor.
• Salesforce or comparable CRM experience, including case management and reporting.
• Advanced to expert Windows systems administration.
• ITIL Foundation certification preferred.
• Exceptional analytical and problem-solving skills in multi-system environments.
• Strong communication skills for both technical and non-technical stakeholders.

Responsibilities

• Serve as escalation resource for complex platform-level cases referred by theTechnical Support Engineer, providing review before further escalation.
• Conduct deep-dive root cause analysis using logs, DB investigations, and platform diagnostics.
• Write, review, and execute approved SQL scripts with elevated access under governance standards.
• Own triage, prioritization, and maintenance of the technical bug backlog in Salesforce with regular reports.
• Act as liaison between Technical Experience and Sustaining Engineering; participate in syncs and sprint reviews.
• Collaborate to define escalation criteria and ensure only complex cases reach the Sustaining Engineering queue.
• Partner with internal teams to resolve cases with significant business impact.
• Develop and maintain knowledge content, runbooks, and diagnostic tooling to improve resolution speed.
• Lead improvement projects including monitoring enhancements, alerting, automation, and process optimization.
• Provide technical mentorship to engineers to elevate team capability.
• Administer monitoring/alerting platforms (Grafana, Site24x7, ELK) and onboarding new data sources.

Skills

SaaS support

Microsoft SQL Server

SQL scripting

SOA

Monitoring/alerting

Troubleshooting tools

CRM experience

Windows administration

ITIL Foundation

Analytical thinking

Communication skills

Education

Bachelor's degree in Computer Science/Information Technology

Tools

Grafana

Site24x7

ELK

Keycloak

Confluence

Job description

Intradiem is seeking a Senior Technical Support Engineer to actively escalate and resolve platform-level issues. You will perform deep-dive root-cause analysis using databases, logs, and diagnostics, and write SQL scripts under governance to assist resolution.

You will own the triage and backlog in Salesforce, coordinate with Engineering and CX leadership, and mentor junior engineers while driving improvement projects in monitoring, automation, and support processes.