Senior Onsite Technical Support Engineer (Escalations)

Collectors Holdings, Inc.; Santa Ana, Northern (CA, KY); Hybrid; USD 56,000 - 92,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Job summary

Collectors Holdings, Inc. is seeking a Technical Support Engineer to join the IT Service Desk. This full-time, onsite role supports high-severity escalations, partners with Engineering and Product, and improves observability through dashboards.

You will mentor frontline staff and transform complex incidents into RCAs and actionable improvements. The position requires 5+ years in a technical support or SRE role, experience with authentication flows, networking fundamentals, and SQL with

Qualifications

• 5+ years in Technical Support Engineering, SRE, or Tier 3 escalation role.
• Experience with Identity Providers like Descope or Okta and managing complex authentication flows.
• Strong networking fundamentals (DNS, TLS, Load Balancing) and impact on SaaS performance.
• Advanced SQL skills for data forensics and scripting to automate tasks.
• Excellent written and verbal communication, able to explain technical findings to non-technical leaders.
• Experience with customer care or high-touch support environments.
• Familiarity with ticketing systems (Zendesk, Jira, ServiceNow).

Responsibilities

• Act as engineering liaison to Product teams, providing reproducible test cases and proposed fixes.
• Own post-mortem RCAs and document workarounds for a robust knowledge base.
• Manage high-severity escalations based on business impact and SLAs.
• Analyze ticket patterns to identify tech debt and advocate for fix-it sprints.
• Design and deliver technical training to frontline teams to reduce escalations.
• Improve observability with monitoring dashboards (Datadog, Splunk).

Job description

Collectors Holdings, Inc. is seeking a Technical Support Engineer to join the IT Service Desk. This full-time, onsite role supports high-severity escalations, partners with Engineering and Product, and improves observability through dashboards.

You will mentor frontline staff and transform complex incidents into RCAs and actionable improvements. The position requires 5+ years in a technical support or SRE role, experience with authentication flows, networking fundamentals, and SQL with