Senior Technical Support Engineer - Incident & On-Call (Remote)

VGS; United States; Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Remote and hybrid opportunities

Flexible working hours

Weekly office lunches

Employee discount platform

Job summary

VGS is hiring in the United States for a Senior Technical Support/Incident Manager to lead on‑shift decisions during PT business hours and own incident communications. You’ll coordinate with Engineering and GTM teams, set maintenance timing, and drive critical cross‑team initiatives.

You will debug complex network issues, write customer notifications, help drive customer integrations from kickoff to go‑live, and deliver training while ensuring SLA targets.

Qualifications

• 5+ years in Technical Support or related roles, with senior or lead capacity.
• Experience owning customer-facing incident or maintenance communication (status updates, notices).
• Strong ability to translate between customers, account management, and product/engineering; autonomous decision-making.

Responsibilities

• Be the senior on-shift decision-maker for PT business hours; manage escalations and approvals.
• Own incident and maintenance communications; determine severity, publish notices, and keep updates current.
• Set maintenance windows based on traffic patterns; coordinate with engineering and internal teams for notice timing.
• Coordinate multi-team projects where Support is a stakeholder (migrations, deprecations, launches).
• Debug deeply: reproduce issues with cURL and Postman; read logs and trace requests across systems.
• Resolve issues, find workarounds, or escalate with actionable bug reports.
• Drive mid-tail customer integrations from kickoff to go-live; document learnings.
• Create internal runbooks and public documentation from investigations.
• Prepare and deliver customer training; build materials where missing.
• Meet SLA and quality targets; support team in achieving theirs.
• Participate in weekend on-call rotation (every 3rd weekend, 8:00–20:00 PT).

Skills

Incident management

Stakeholder communication

Network debugging

REST APIs

English proficiency

On-call readiness

Education

BA/BS degree

Tools

Postman

cURL

Job description

VGS is hiring in the United States for a Senior Technical Support/Incident Manager to lead on‑shift decisions during PT business hours and own incident communications. You’ll coordinate with Engineering and GTM teams, set maintenance timing, and drive critical cross‑team initiatives.

You will debug complex network issues, write customer notifications, help drive customer integrations from kickoff to go‑live, and deliver training while ensuring SLA targets.