Senior SaaS Technical Support Engineer — Remote

Jobgether; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Remote-first environment

Flexible PTO

Learning & development support

Wellness programs

Global collaboration

Job summary

Jobgether is seeking a Technical Support Engineer based in the United States to resolve complex software issues and drive software quality with engineering. You will own escalations, reproduce issues, and provide clear, prioritized reports while mentoring teammates and contributing to process enhancements.

In this remote-first role, you will use SQL, REST APIs, and monitoring tools to diagnose problems, coordinate with Engineering, and communicate progress to customers and stakeholders.

Qualifications

• 5+ years of experience in SaaS technical support or similar customer-facing role.
• At least 2 years managing Tier 2/3 escalations or working with Engineering teams.
• Advanced troubleshooting to identify root causes and validate solutions.
• Working knowledge of SQL, REST APIs, integrations, SSO, MFA, OAuth, OpenID, JavaScript, XML, JSON, HTTP/TLS/TCP-IP.
• Experience with log analysis, monitoring platforms, and ticketing systems (Zendesk, Jira).
• Strong written and verbal communication, collaboration across teams, and stakeholder management.

Responsibilities

• Review complex support cases, reproduce issues, and prepare Jira tickets with diagnostics and priorities.
• Own escalated issues from investigation to deployment and communicate timelines.
• Conduct advanced troubleshooting of configuration, data, integration, and performance issues.
• Analyze logs/monitoring data using Kibana or AppDynamics and validate solutions.
• Distinguish defects from configuration issues and route as needed.
• Identify recurring problems and propose product/process improvements.
• Maintain up-to-date known-issues and release notes for Support teams.
• Improve support processes, playbooks, and mentoring within the team.
• Translate technical findings for both technical and non-technical stakeholders.
• Deliver measurable results in escalation quality, resolution times, and customer satisfaction.

Skills

SaaS support

Escalations

Analytical thinking

Communication

Ownership

Tools

Zendesk

Jira

Job description

Jobgether is seeking a Technical Support Engineer based in the United States to resolve complex software issues and drive software quality with engineering. You will own escalations, reproduce issues, and provide clear, prioritized reports while mentoring teammates and contributing to process enhancements.

In this remote-first role, you will use SQL, REST APIs, and monitoring tools to diagnose problems, coordinate with Engineering, and communicate progress to customers and stakeholders.