Senior Partner Support Engineer

Suna Solutions; United States; À distance; USD 68 880 - 74 390; Plein temps

Résumé du poste

A leading technology firm is seeking an experienced Senior Partner Support Engineer to provide high-touch technical support to partners. The role is critical for ensuring partner success during integrations and urgent issues. Candidates should possess a Bachelor’s degree in Computer Science and over 5 years of relevant experience in technical support for SaaS platforms. The position is remote, with a pay range of $50-$54 per hour for a 6-month contract.

Qualifications

• 5+ years of experience supporting customers in a complex SaaS environment.
• Ability to manage multiple high-pressure partner needs simultaneously.
• Proven experience handling high-priority incidents.

Responsabilités

• Serve as the technical face of the platform during critical incidents.
• Triage and manage high-priority incidents.
• Drive bug fixes from initial debugging through delivery.

Connaissances

Technical support

REST APIs

Troubleshooting

Analytical skills

Written communication

Project management

Formation

Bachelor's degree in Computer Science or related field

Outils

JSON

XML

Description du poste

Base Pay Range

$50.00/hr – $54.00/hr

Lead Recruiting & Operations Specialist at Suna Solutions

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 [phone], 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.