Senior Support Engineer - IT Operations

Sapsf; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Sapsf is seeking a Senior Support Engineer for IT Operations in the United States. The role focuses on resolving client tickets efficiently, improving support processes, and aiding product operations.

You will lead training for new team members, document procedures, and stay current with new technologies to enhance service delivery.

Qualifications

• Experience resolving client tickets across L1-L3 support.
• Familiar with ticketing systems and IT operations basics.
• Strong communication and collaboration skills.

Responsibilities

• Troubleshoot and resolve client tickets following defined SLAs.
• Develop and deliver training for new team members on product support and operations.
• Facilitate knowledge transfer sessions during project enhancements and handovers to support teams.
• Document and maintain records of support processes, troubleshooting methods, and resolutions.
• Stay updated on emerging technologies and product developments related to support operations.

Skills

Product Support Processes

Ticketing Systems

L1-L3 Support

Communication Skills

Education

ITIL Foundation Certification

Job description

Career Opportunities: Senior Support Engineer - IT Operations (169062)

Requisition ID169062-Posted09/28/2026

The Senior Support Engineer plays a critical role in maintaining customer satisfaction by effectively resolving client tickets in a timely, cost-efficient, and high-quality manner. This position is integral to ensuring smooth product operations and enhancing the capabilities of the support team through knowledge sharing and continuous improvement.

Key Responsibilities

• 1. Troubleshoot And Resolve Client Tickets Through Detailed Analysis And Application Of Product Support Techniques, Ensuring Adherence To Defined Service Level Agreements.
• 2. Develop And Deliver Training Programs For New Team Members To Enhance Their Skills In Product Support And Operational Processes.
• 3. Facilitate Knowledge Transition Sessions During Project Enhancements, Ensuring Smooth Handover Of Information And Practices To Support Teams.
• 4. Document And Maintain Comprehensive Records Of Support Processes, Troubleshooting Methods, And Issue Resolution Procedures To Ensure Consistency And Knowledge Retention.
• 5. Stay Updated On Emerging Technologies And Product Developments Related To Support Operations To Enhance Service Delivery And Problem-Solving Capabilities.

Skill Requirements

• 1. Strong Understanding Of Product Support Processes And Methodologies At L1, L2, And L3 Levels.
• 2. Familiarity With Ticketing Systems And Support Tools.
• 3. Basic Knowledge Of It Operations And Infrastructure.
• 4. Excellent Communication And Interpersonal Skills For Effective Customer Interaction And Team Collaboration.

Other Requirements

• 1. Itil Foundation Certification Is Recommended But Not Mandatory.
• 2. Optional Certifications In Relevant Product Support Technologies Are Valuable For This Role.