Senior Enterprise Support Engineer — Remote

Ladders; United States; On-site; USD 126,000 - 214,000; Full time

Benefits offered by this job

Comprehensive health benefits

Flexible PTO

Equity compensation

Employee Stock Purchase Plan

Development Fund

Parental leave

Job summary

Ladders is seeking a Senior Assigned Support Engineer (AMER) to join a leader in the Information Technology space. This role serves as a senior technical support partner for enterprise customers, focusing on complex issue resolution, system stability, and customer experience.

You will collaborate with customer stakeholders and internal technical teams to troubleshoot critical problems, share expert guidance, and help improve support processes and product outcomes.

Qualifications

• 5-7 years of experience managing complex, customer-facing support cases end-to-end.
• Advanced troubleshooting abilities for multi-layered technical issues.
• Strong Linux systems administration expertise, equivalent to LFCE or RHCE
• Experience with CI/CD practices, including deployment impacts
• Ability to create clear support documentation and troubleshooting guides
• Proficiency in scripting languages, particularly Ruby or Bash, and MVC frameworks like Ruby on Rails
• Effective communication skills with the ability to engage with diverse technical audiences

Responsibilities

• Provide technical support to large enterprise customers to maintain system stability.
• Troubleshoot critical support issues using various diagnostic tools and methods.
• Build proactive relationships with customer stakeholders to prioritize technical concerns.
• Collaborate with cross-functional teams to resolve bugs and influence product roadmap decisions.
• Serve as a technical expert on platform and CI/CD impacts to customer workflows.
• Create and enhance support content such as knowledge articles to improve team efficiency.
• Participate in team growth efforts through hiring processes

Skills

Linux systems administration

CI/CD practices

Ruby scripting

Bash scripting

Ruby on Rails

Technical documentation

Customer-facing communication

Tools

CI/CD tooling

Ruby

Bash

Ruby on Rails frameworks

Job description

Ladders is seeking a Senior Assigned Support Engineer (AMER) to join a leader in the Information Technology space. This role serves as a senior technical support partner for enterprise customers, focusing on complex issue resolution, system stability, and customer experience.

You will collaborate with customer stakeholders and internal technical teams to troubleshoot critical problems, share expert guidance, and help improve support processes and product outcomes.