Senior Customer Support Engineer: Complex Escalations

Upshop; Los Angeles, Seattle (CA, WA, NV); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Upshop is seeking a Customer Support Specialist II to own complex escalations across the product and integrations, including in-store hardware. You will dig into production problems, review logs, query databases, and prepare clear write-ups for engineering to reproduce and fix.

The role emphasizes mentorship of CSS I, on-call incident support, SLA adherence, and collaboration with product and engineering to reduce bounce-backs and speed resolution. AI-assisted workflows will speed investigations.

Qualifications

• 4+ years in technical/ customer support or similar role for SaaS products.
• Strong root-cause analysis and evidence-driven decision making.
• Comfort reading APIs, JSON, SQL results, and application logs.
• Hands-on experience with MongoDB/Cosmos or SQL databases and cloud observability tools.
• Experience using AI platforms such as Cursor, Claude, Copilot.
• Clear written and verbal communication for customers and engineers.
• Ability to mentor junior team members in troubleshooting practices.
• Efficient queue management and prioritization of tickets.

Responsibilities

• Escalation ownership for complex Level 1 tickets needing deep investigation.
• Deep-dive investigations across tenants, data, integrations, flags, logs, and code when needed.
• Provide engineering handoffs with reproducible steps, evidence, impact, and ruled-out items.
• Troubleshoot in-store hardware and hybrid network environments.
• Document tickets from creation to resolution and meet SLA targets.
• Write clear customer updates with empathy and manage expectations.
• Collaborate with product and engineering on recurring issues and releases.
• Participate in on-call rotation and incident response.
• Create and maintain knowledge base, playbooks, and routing docs.
• Leverage AI tools to speed investigations and reduce busy work.
• Mentor CSS I team members in troubleshooting and customer communication.
• Focus on continuous improvement of support processes and metrics.

Skills

Customer support

Technical troubleshooting

Root-cause analysis

API/SQL/logs reading

Mentoring

Communication

On-call incident management

Tools

Datadog

MongoDB/Cosmos

SQL Server

Azure

Zendesk

Postman

Cursor

Claude

Copilot

Jira

Job description

Upshop is seeking a Customer Support Specialist II to own complex escalations across the product and integrations, including in-store hardware. You will dig into production problems, review logs, query databases, and prepare clear write-ups for engineering to reproduce and fix.

The role emphasizes mentorship of CSS I, on-call incident support, SLA adherence, and collaboration with product and engineering to reduce bounce-backs and speed resolution. AI-assisted workflows will speed investigations.