Senior Support Engineer I

Ladders; United States; Remote; USD 130,000 - 195,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

Equity & 401(k) match

Home office stipend

Professional development budget

Wellness and telecom stipends

Flexible paid time off

Job summary

Ladders is seeking a Senior Support Engineer I to join our Transportation-focused team. This role owns complex support escalations and strengthens the operational backbone behind data integrations and ticket handling, partnering with engineering to identify root causes and improve efficiency.

You will build automation, define metrics, mentor Tier 1/2 engineers, and contribute to leadership communications that improve the overall support experience while working remotely from the United States.

Qualifications

• 5+ years in technical support, solutions engineering, or data engineering with a focus on root-cause analysis.
• Advanced SQL skills for handling complex datasets and validating findings.
• Proven ability to manage cross-functional initiatives and drive decisions.
• Strong measurement skills to define success numerically and report results.
• Experience with AI tools like Claude for automation and problem-solving.
• Proficiency in Python or similar scripting languages for data automation.
• Excellent written communication skills with a focus on mentorship.

Responsibilities

• Own complex escalations related to data mapping defects and integration failures.
• Lead initiatives to improve ticket deflection rates and reduce escalations.
• Define and report metrics to demonstrate impact on support operations.
• Build tools and automations to streamline support processes using SQL, Python, and AI.
• Drive cross-functional collaboration to address root causes of ticket volume.
• Mentor Tier 1 and Tier 2 engineers and create training documentation.
• Represent Support in cross-functional forums and present findings to leadership.

Skills

SQL

Python

Root cause analysis

Mentorship

Cross-functional collaboration

Tools

Claude AI

Job description

For our client, we are seeking a Senior Support Engineer I to join the team of a leader in the Transportation space.

This role will own complex support escalations and help strengthen the operational backbone behind data integrations and ticket handling. The person in this seat will partner closely with engineering and other cross-functional teams to identify root causes, improve support efficiency, and reduce recurring issues. They will also build automation, define metrics, and contribute to training and leadership communication that improves the overall support experience.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $130,000 – $195,000 annually

Responsibilities

• Own complex escalations related to data mapping defects and integration failures
• Lead initiatives to improve ticket deflection rates and reduce escalations
• Define and report metrics to demonstrate impact on support operations
• Build tools and automations to streamline support processes using SQL, Python, and AI
• Drive cross-functional collaboration to address root causes of ticket volume
• Mentor Tier 1 and Tier 2 engineers and create training documentation
• Represent Support in cross-functional forums and present findings to leadership

Qualifications

• 5+ years in technical support, solutions engineering, or data engineering with a focus on root-cause analysis
• Advanced SQL skills for handling complex datasets and validating findings
• Proven ability to manage cross-functional initiatives and drive decisions
• Strong measurement skills to define success numerically and report results
• Experience with AI tools like Claude for automation and problem-solving
• Proficiency in Python or similar scripting languages for data automation
• Excellent written communication skills with a focus on mentorship

Benefits

• Comprehensive medical, dental, and vision coverage with most premiums covered
• Competitive salary with meaningful equity and a generous 401(k) match
• Home office stipend and flexible workspace access
• Annual professional development budget for continuous learning
• Monthly stipends for wellness and telecommunications
• Flexible paid time off for recharging

Our client is an equal opportunity employer.