Senior SaaS Technical Support Engineer

Jobtailor; New York (NY); On-site; USD 75,000 - 110,000; Full time

Job summary

Jobtailor in New York, NY is seeking an experienced Technical Support Specialist to support US-based customers during assigned shifts. You will analyze logs, investigate system behavior, and own customer issues from investigation through resolution.

The role requires strong troubleshooting, API and integration understanding, and excellent English communication. You will collaborate with Product, R&D, Customer Success, and Operations to reduce escalations and share knowledge.

Qualifications

• Minimum 2 years of experience in Tier 2, Tier 3, Technical Support, or Product Support within a SaaS environment.
• Strong technical troubleshooting and problem-solving skills.
• Experience reading logs, investigating system behavior, and identifying root causes.
• Technical background with the ability to understand software architecture, integrations, APIs, and code-related concepts.
• Excellent written and verbal communication skills in English.

Responsibilities

• Provide advanced technical support for US-based customers during assigned shifts.
• Investigate and resolve complex product and technical issues.
• Analyze logs, system behavior, APIs, and platform workflows to identify root causes.
• Own customer issues from investigation through resolution.
• Communicate with customers via email, phone, and Zoom when needed.
• Collaborate closely with Product, R&D, Customer Success, and Operations teams.
• Reduce escalations by solving issues within the Support team whenever possible.
• Create high-quality technical escalations when Engineering involvement is required.
• Document solutions, share knowledge, and contribute to team best practices.
• Mentor and support other team members in their professional and technical growth.

Skills

Troubleshooting

Technical skills

Communication

Problem solving

Tools

Intercom

Linear

Job description

Jobtailor in New York, NY is seeking an experienced Technical Support Specialist to support US-based customers during assigned shifts. You will analyze logs, investigate system behavior, and own customer issues from investigation through resolution.

The role requires strong troubleshooting, API and integration understanding, and excellent English communication. You will collaborate with Product, R&D, Customer Success, and Operations to reduce escalations and share knowledge.