Senior Technical Support Engineer - Incident Response & RCA

Jobtailor; California (MO); On-site; USD 120,000 - 150,000; Full time

Job summary

Jobtailor is seeking an experienced Technical Support Engineer to lead complex platform escalations and collaborate with Engineering and Product teams. You will craft reproducible test cases, provide code-level insights, and drive fixes, while owning post-mortems and RCAs to prevent recurrence.

The role prioritizes high-severity issue management, transparent stakeholder communication, and enabling front-line staff through training and office hours. US work authorization is required.

Qualifications

• 5+ years in Technical Support Engineering, SRE, or a specialized Tier 3 escalation role
• Proven experience with identity providers such as Descope or Okta
• Experience managing complex authentication flows
• Strong grasp of networking fundamentals, including DNS, TLS, and load balancing
• Advanced SQL skills for data forensics
• Experience using scripting to automate repetitive support tasks
• Ability to translate code-level findings into executive-friendly summaries
• Previous experience in a Customer Care or high-touch Customer Service environment
• Excellent written and verbal communication skills
• Experience with ticketing systems such as Zendesk, Jira, or ServiceNow
• Familiarity with ERP or financial tools such as NetSuite or Navision is a plus
• Previous Software Engineering or QA/Automation experience is nice to have but not required
• Candidates must be authorized to work in the United States

Responsibilities

• Provide advanced-level technical oversight for complex platform challenges
• Manage high-level support requests requiring specialized diagnostic expertise
• Ensure escalations result in comprehensive remediation and systematic knowledge gathering
• Act as a technical partner to Engineering and Product teams by providing reproducible test cases, code-level insights, and proposed fixes
• Own the post-mortem process for technical escalations and document complex root cause analyses and workarounds
• Manage and prioritize high-severity escalations based on business impact and SLA requirements
• Communicate transparently with stakeholders during incidents
• Analyze ticket patterns to identify technical debt or recurring product flaws
• Advocate for fix-it sprints with Product leadership
• Design and deliver technical training or office hours for front-line representatives
• Utilize and improve Datadog/Splunk monitoring and observability dashboards
• Assist with developing the new function within the IT Service Desk team while supporting Customer Care
• Serve as the link between Customer Care and Core Engineering, turning technical incidents into documented RCAs and product improvements

Skills

Technical Support

SRE

Advanced SQL

Automation Scripting

Complex Auth Flows

Root Cause Analysis

Communication

Tools

Datadog

Splunk

Zendesk

Jira

ServiceNow

Job description

Jobtailor is seeking an experienced Technical Support Engineer to lead complex platform escalations and collaborate with Engineering and Product teams. You will craft reproducible test cases, provide code-level insights, and drive fixes, while owning post-mortems and RCAs to prevent recurrence.

The role prioritizes high-severity issue management, transparent stakeholder communication, and enabling front-line staff through training and office hours. US work authorization is required.