Senior Enterprise Support Engineer: Escalations & Incidents

Hidden Jobs; United States; Remote; USD 87,000 - 113,000; Full time

Job summary

Hidden Jobs seeks a senior technical support expert embedded with a West Coast regional team to own high-priority cases end-to-end, including executive engagements, and partner with engineering, product, and QA to drive durable resolutions.

The role covers troubleshooting across databases, APIs, web services, cloud platforms, and ERP/eCommerce integrations, with leadership in incident response and knowledge-management initiatives.

Qualifications

• 5+ years in enterprise software support with escalations and production incidents.
• Experience with SQL Server, Oracle, PostgreSQL, DB2, Linux/Unix, REST/SOAP, JSON/XML.
• Hands-on troubleshooting of ERP/eCommerce integrations such as SAP, Oracle ERP, NetSuite, Microsoft Dynamics, Workday.
• Proven ability to perform root cause analysis and lead cross-functional resolution efforts.
• Strong customer-facing communication, including executive-level discussions.
• Bachelor's degree in CS/IT/Engineering or equivalent experience.

Responsibilities

• Own complex customer cases from intake to closure, including executive escalation calls.
• Troubleshoot issues across databases, REST/SOAP APIs, web services, networking, auth, cloud platforms, and ERP/eCommerce integrations.
• Lead technical investigations during critical incidents and coordinate cross-functional resources.
• Collaborate with Product, Development, and Quality Assurance to reproduce defects and validate fixes.
• Create and maintain knowledge base content and troubleshooting procedures; leverage AI tools while remaining accountable for decisions.
• Mentor junior team members and drive process improvements to raise support efficiency.

Skills

SQL Server

Oracle

PostgreSQL

DB2

Linux/Unix

REST APIs

SOAP

Java

Cloud technologies

Networking

Security / Auth

Customer communication

Education

Bachelor's degree in CS/IT/ENG

Tools

SAP

Oracle ERP

NetSuite

Microsoft Dynamics

Workday

Job description

Hidden Jobs seeks a senior technical support expert embedded with a West Coast regional team to own high-priority cases end-to-end, including executive engagements, and partner with engineering, product, and QA to drive durable resolutions.

The role covers troubleshooting across databases, APIs, web services, cloud platforms, and ERP/eCommerce integrations, with leadership in incident response and knowledge-management initiatives.