Senior Support Engineer II Remote, Impactful, Stock Options

Hidden Jobs; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Remote work

Home office budget

Stock options

Off-sites twice a year

Travel & coworking budget

Job summary

Hidden Jobs is seeking a Senior Support Engineer to join a fully remote Support Engineering team serving a large customer base of credit unions on a vertical SaaS platform. You will own the most complex investigations, lead incident response, and drive systemic improvements through tooling, documentation, and automation.

The role requires expert SQL, scripting, and API debugging skills, plus a track record in incident-response leadership and cross-functional collaboration.

Qualifications

• Extensive experience in senior technical support or support engineering.
• Proficient in SQL and scripting; comfortable with logs and API debugging.
• Experience leading incident response.
• Ability to influence product/engineering with real support data.
• Comfort operating autonomously in a fast-changing environment.

Responsibilities

• Own the most complex investigations and executive escalations.
• Lead or co-lead incident response across Support, Engineering, Product, and Customer Success.
• Develop reusable solutions—docs, scripts, tooling, and AI-assisted workflows.
• Surface data-driven insights that influence fixes and roadmap decisions.
• Mentor peers and contribute to onboarding and knowledge sharing.
• Own reliability and improvement efforts to prevent issues.

Skills

Senior support

High-severity issues

SQL for data investigation

Scripting

API debugging

Incident-response leadership

Data-driven influence

Autonomy

Tools

SQL

Scripting

APIs

AI tools

Job description

Hidden Jobs is seeking a Senior Support Engineer to join a fully remote Support Engineering team serving a large customer base of credit unions on a vertical SaaS platform. You will own the most complex investigations, lead incident response, and drive systemic improvements through tooling, documentation, and automation.

The role requires expert SQL, scripting, and API debugging skills, plus a track record in incident-response leadership and cross-functional collaboration.