Senior Technical Support Engineer

XOPS; Pleasanton (CA); Hybrid; USD 153,000 - 187,000; Full time

Job summary

A fast-growing startup in Pleasanton is seeking a Senior Technical Support Engineer to provide expert support for their platform. The role involves troubleshooting, collaborating with engineering, and enhancing operational efficiency. Ideal for someone with strong technical skills and a customer-first mindset.

Benefits

Competitive Compensation

Equity

401K

Comprehensive Vision, Dental, and Healthcare plans

Discretionary Time off Policy

11 Company-paid Holidays

Hybrid Work Policy

Qualifications

• Strong technical aptitude with ability to learn new technologies quickly.
• Excellent written and verbal communication skills.
• Previous experience in technical support or QA preferred.

Responsibilities

• Provide technical support to Fortune 500 customers via email, phone, and chat.
• Troubleshoot and resolve customer issues, collaborating with engineering.
• Document support processes and contribute to product improvements.

Skills

Technical Aptitude

Communication

Problem Solving

Tools

AWS

SQL

GraphQL

Node.js

Python

GitHub

Jira

Zendesk

Job description

1 month ago Be among the first 25 applicants

XOPS is a fast-growing startup building the future of observability and automation for IT operations. Our platform unifies complex system data to deliver visibility, control, and intelligent workflows across the enterprise, empowering IT teams to manage the entire employee technology lifecycle with precision. As industries embrace AI to automate cars, rockets, and even farming, IT operations remain stuck in the past, reliant on spreadsheets and manual processes. We believe it is time for a change.

At XOPS, we are pioneering autonomous IT operations, freeing teams from tedious tasks and elevating them into strategic leadership roles. Our mission is to drive operational excellence, financial stewardship, and security across the enterprise, while transforming the employee experience. We are just getting started, and we are looking for exceptional teammates to help shape the future.

Job Summary:

As a Senior Technical Support Engineer, you will be the go-to expert for our customers, resolving technical issues and ensuring their success with our platform. You will collaborate closely with the product, QA, and engineering teams, providing critical feedback and working on automation projects to enhance our operational efficiency. This role is ideal for someone who thrives in a fast-paced environment and is eager to tackle complex problems.

Key Responsibilities:

• Provide timely and professional technical support to Fortune 500 customers through various channels (email, phone, and live chat)
• Troubleshoot and resolve customer issues, collaborating with engineering as needed for escalated cases
• Participate in quality assurance (QA) processes, including testing new product features, identifying bugs, and contributing to product improvements
• Lead and contribute to customer operations automation initiatives to streamline support workflows and improve operational efficiency
• Document support processes, known issues, and solutions to enhance the internal knowledge base and customer self-service resources
• Collaborate with cross-functional teams, including product management, development, and customer success, to ensure customer satisfaction and platform stability
• Stay current with product features, industry trends, and best practices in cloud technologies and SaaS support
• Participate in scheduled on-call rotations to ensure prompt resolution of critical issues during off-hours
  
  
  

Requirements

Qualifications:

• Strong technical aptitude with a proven ability to learn new technologies quickly
• Excellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical stakeholders
• Previous experience in a technical support, QA, or related role is preferred
• Familiarity with serverless architectures, APIs, AWS, SQL, GraphQL, Node.js, and Python
• Experience with troubleshooting, interpreting system logs, and scripting
• Ability to work in a fast-paced environment, managing multiple priorities with minimal supervision
• A customer-first mindset with a strong focus on delivering high-quality support
• Problem-solving and analytical skills with a proactive approach to identifying potential issues before they impact customers
• Experience with enterprise-grade applications, including scalability and integration with legacy systems
  
  
  

Preferred Qualifications:

• Experience supporting enterprise customers, particularly within the Fortune 500
• Familiarity with automation tools and techniques for optimizing customer support operations
• Understanding of multi-tenancy, subscription models, and SaaS-specific performance considerations
• Previous experience with monitoring tools and logging frameworks (e.g., CloudWatch, Kibana, NewRelic, Sentry)
• Experience with all phases of software testing including test planning, functional testing, and regression testing
• Experience testing all layers of a web application, including front-end, service layer, and back-end testing
• Experience with Docusaurus, GitHub, and other relevant tools for documentation and code management
• Experience of working with third-party REST APIs at scale (request throttling, batch processing etc)
• Familiarity with support tools and ticketing systems (e.g., DevRev, Zendesk, Jira, ServiceNow)
• IT industry background preferred
  
  

For this role, in the SF Bay Area the estimated base salary range is between $153,000 - $187,000 USD. In Texas, the estimated base salary range is between $136,000 - $167,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

Benefits

• Competitive Compensation: Salary, Equity, and 401K
• Comprehensive Vision, Dental, and Healthcare plans
• Discretionary Time off Policy (If you need time off, take time off!)
• 11 Company-paid Holidays
• Hybrid Work Policy - 3 days in office/2 days remote
• A chance to be part of a rapidly growing startup and make a real impact!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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