Senior Premium Support Engineer — Remote, High-Impact

United States Digital Space LLC; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive Salary & Equity

401(k) Match (US)

Job summary

United States Digital Space LLC is seeking a Premium Support Engineer to be the front line for our highest-value customers, delivering fast, expert, and reliable technical support. You will handle complex product issues, guide critical incidents, and ensure every interaction meets the highest standard.

You will diagnose issues across the platform, escalate with Product and Engineering, lead communications during outages, and help onboard other engineers.

Qualifications

• 4+ years in technical support, developer support, or systems engineering.
• Professional fluency in English and Japanese, both written and verbal.
• Experience providing rapid-response support to high-value or enterprise customers.
• Strong debugging skills with JavaScript, Python, or similar languages.
• Excellent written and verbal communication under time pressure.

Responsibilities

• Provide swift, high-priority support to Premium customers, responding within SLAs.
• Diagnose, reproduce, and resolve complex technical issues across the platform.
• Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.
• Lead customer-facing communications during outages or incidents.
• Identify recurring issues and collaborate to reduce time-to-resolution.
• Contribute to internal tooling, automation, and documentation to improve team efficiency.
• Partner with Engineering, Product, Sales and other teams to ensure consistent, high-quality experience.
• Help onboard and mentor other support engineers to raise the team’s responsiveness and quality.

Skills

Technical support

English & Japanese

High-priority issue handling

JavaScript debugging

Communications under pressure

Tools

Zendesk

Linear

Slack

Internal debugging tools

Job description

United States Digital Space LLC is seeking a Premium Support Engineer to be the front line for our highest-value customers, delivering fast, expert, and reliable technical support. You will handle complex product issues, guide critical incidents, and ensure every interaction meets the highest standard.

You will diagnose issues across the platform, escalate with Product and Engineering, lead communications during outages, and help onboard other engineers.