Senior Cloud Support Engineer – Remote Escalations Lead

Ladders

United States

On-site

USD 110,000 - 130,000

Full time

21 hours ago

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Benefits offered by this job

Professional development

Collaborative environment

Cutting-edge technologies

Cross-functional initiatives

Dynamic work atmosphere

Job summary

Ladders is seeking a Senior Technical Support Engineer to own complex technical investigations and customer escalations across SaaS and cloud-based environments. This remote role collaborates with Engineering/PM to resolve issues, document learnings, and optimize support processes for US customers.

Ideal candidates have 5+ years in related fields, strong root-cause analysis, and experience with SaaS/cloud platforms.

Qualifications

5+ years in Technical Support, Cloud Operations, Site Reliability, DevOps, or related field.
Strong troubleshooting and root-cause analysis skills.
Experience with distributed systems, SaaS platforms, or cloud-native apps.
Ability to collaborate with engineering during escalations.
Familiarity with Salesforce and Freshdesk.
Excellent verbal and written English communication.
Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Lead complex technical investigations and manage customer escalations.
Collaborate with Engineering and Product Management to drive timely issue resolution.
Develop deep expertise in assigned products and technologies.
Engage proactively with customers to help mitigate escalations.
Maintain effective communication with customers throughout the support lifecycle.
Create and review technical documentation and knowledge articles.
Contribute to support process improvements.