Senior Technical Support Engineer — Incident & Deployments

Precision Labs; United States; Hybrid; USD 55,000 - 83,000; Full time

Job summary

VGS is seeking a seasoned Technical Support/Incidents professional to act as the senior on-call decision-maker during PT business hours. You’ll own incident communications, coordinate maintenance windows, and work with engineering and GTM teams to ensure accurate customer updates.

The role emphasizes deep debugging, cross-team collaboration, and the ability to translate technical issues into clear customer-facing actions. Weekend on-call is a regular cadence with leadership support.

Qualifications

• 5+ years in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management with senior/lead capacity.
• Experience owning customer-facing incident or maintenance communication (status updates, notices, escalation emails).
• Strong internal communication skills to translate between customers, account management, and product/engineering teams.

Responsibilities

• Serve as the senior decision-maker for the Support team during PT business hours. Escalations, judgments, and approvals land with you.
• Own incident and maintenance communications; assess severity, post to the public status page, and keep notices up to date.
• Set and coordinate maintenance timing based on real customer traffic and regional load; inform internal teams and customers.
• Coordinate multi-team projects where Support is a stakeholder (migrations, deprecations, launches).
• Debug deeply: reproduce issues with curl and Postman, read logs, trace requests across infrastructure and customer systems.
• Resolve issues, find workarounds, or elevate with a bug report for engineering action.
• Drive mid-tier and long tail customer integrations from kickoff to go-live, coordinating between customer engineers and internal teams.
• Write up investigations as internal runbooks or public documentation.
• Prepare and deliver customer training, building material where missing.
• Meet SLA and quality targets; participate in weekend on-call rotation (every 3rd weekend, 8:00-20:00 PT).

Skills

Incident ownership

Internal comms

HTTP/REST knowledge

English proficiency (C1+)

Part-time/shift readiness

Education

BA/BS degree

Tools

Python

Go

Java

Job description

VGS is seeking a seasoned Technical Support/Incidents professional to act as the senior on-call decision-maker during PT business hours. You’ll own incident communications, coordinate maintenance windows, and work with engineering and GTM teams to ensure accurate customer updates.

The role emphasizes deep debugging, cross-team collaboration, and the ability to translate technical issues into clear customer-facing actions. Weekend on-call is a regular cadence with leadership support.