Senior Partner Support Engineer

Suna Solutions

United States

Remote

USD 68,880 - 74,390

Full time

14 days+

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Job summary

A leading tech solutions provider is seeking a Senior Partner Support Engineer to deliver high-touch technical support to partners, focusing on complex integrations and urgent issues. The ideal candidate will have over 5 years in a SaaS environment, with strong API and troubleshooting skills. This remote role requires effective communication across teams to manage high-priority incidents, making it essential for operational success. Strong problem-solving abilities and customer focus are key for this mid-senior level contract position.

Qualifications

5+ years of experience supporting customers or partners in a complex SaaS or software environment.
Strong experience with REST APIs, web services, and integration troubleshooting.
Proven experience handling high‑priority incidents under strict SLA constraints.

Responsibilities

Serve as the technical face of the platform to strategic partners during incidents.
Triage and manage high‑priority incidents within defined SLA timelines.
Act as a liaison between partners, engineering, and support teams.

Skills

Strong customer-facing communication skills

Troubleshooting complex SaaS and platform issues

Ability to manage multiple high-pressure partner needs

Exceptional analytical and critical thinking skills

Education

Bachelor’s degree in Computer Science, Software Engineering, or equivalent

Tools

REST APIs

JSON

XML

Job description

Job Title: Senior Partner Support Engineer

Pay Rate: $50–$54/hour (W2)

Location: Remote (East Coast preferred)

Duration: 6-month contract

Work Schedule

Core hours: 5:00 AM – 2:00 PM PT
On-call rotation: One week per month (24/7 coverage)

Overview

We are seeking an experienced Senior Partner Support Engineer to provide high-touch technical support to strategic and embedded partners. This role sits within the Platform (Partners) Engineering organization and is critical to ensuring partner success during complex integrations, high-priority incidents, and urgent technical issues.

This position requires a unique blend of deep technical expertise, strong customer‑facing communication skills, project management ability, and partner diplomacy. You will act as the primary technical advocate and point of contact for VIP partners, supporting API developers, troubleshooting platform and integration issues, and driving resolution across engineering teams.

Key Responsibilities

Serve as the technical face of the platform to strategic partners during critical incidents and escalations
Troubleshoot complex SaaS, platform, API, and integration issues at an engineer‑to‑engineer level
Triage and manage high‑priority incidents within defined SLA timelines
Support API developers building custom integrations with the platform
Act as a liaison between partners, engineering, end‑user support, product, and customer success teams
Drive bug fixes from initial debugging through delivery using agile engineering processes
Manage special technical projects and partner‑facing initiatives
Participate in the team’s on‑call rotation to provide after‑hours and weekend incident coverage
Communicate clearly and effectively across multiple channels including support queues, calls, meetings, status updates, scorecards, and documentation

Required Skills & Experience

Bachelor’s degree in Computer Science, Software Engineering, or equivalent practical experience
5+ years of experience supporting customers or partners in a complex SaaS or software environment
Demonstrated experience consulting with customers on urgent, high‑impact technical issues
Strong experience with REST APIs, web services, and integration troubleshooting
Familiarity with APIs, SSO, MDM, and web service protocols
Experience working with JSON, XML, and other data interchange formats
Exceptional troubleshooting, analytical, and critical thinking skills
Strong written communication skills with the ability to explain technical concepts to varied audiences
Ability to manage multiple high‑pressure partner needs simultaneously
Proven experience handling high‑priority incidents under strict SLA constraints
Ability to coordinate across multiple teams and organizations to deliver successful outcomes
Experience creating, implementing, and improving technical processes and procedures

Nice to Have

Prior experience in FinTech environments
Familiarity with accounting principles and related software such as Intacct, QuickBooks Online, NetSuite, or Xero

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Suna Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Applicants, with criminal histories, are considered in a manner that is consistent with local, state, and federal laws.

REQUESTING AN ACCOMMODATION

Suna Solutions is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Suna Solutions and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Suna Solutions and have accommodation needs for a disability or religious observance, please call us at 1 (888) 223‑4788, send us an email or speak with your recruiter.

PAY TRANSPARENCY POLICY STATEMENT

Compensation for roles at Suna Solutions varies depending on a wide array of factors including but not limited to the specific client, office or remote location, role, skill set and level of experience. As required by local law, Suna Solutions provides a reasonable pay scale to include the hourly or salary range that Suna Solutions reasonably expects to pay for roles that may be hired in California, Colorado, New York City or Washington as set forth below.

Position Details