Senior Technical Support Engineer – Onsite Liaison

Collectors Universe, Inc.; California (MO); On-site; USD 117,482,000 - 191,982,000; Full time

Benefits offered by this job

Health Insurance

401(k) Matching

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Fertility Benefits

Commuter Benefits

Educational Assistance

Job summary

Collectors Universe, Inc. is seeking a Technical Support Engineer to join the IT Service Desk team for advanced technical oversight of complex platform challenges. You will transform intricate incidents into documented RCAs and actionable product improvements, strengthening long‑term system stability and knowledge sharing.

The role is onsite five days per week, reporting to the Manager, IT Service Desk, with office locations in Santa Ana, CA; Jersey City, NJ; Boca Raton, FL; Plano, TX.

Qualifications

• 5+ years in Technical Support Engineering, SRE, or a specialized Tier 3 escalation role.
• Experience with Identity Providers like Descope or Okta and managing complex authentication flows.
• Strong networking fundamentals (DNS, TLS, Load Balancing) and SaaS performance impact.
• Advanced SQL and scripting to automate support tasks.
• Ability to translate technical findings into executive summaries.
• Familiarity with ERP/financial tools such as NetSuite or Navision is a plus.
• Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow).

Responsibilities

• Act as a technical partner to Engineering and Product teams with reproducible test cases and code-level insights.
• Own post-mortem RCAs and document workarounds for knowledge base.
• Manage high-severity escalations with SLA alignment and stakeholder communication.
• Identify technical debt and advocate for fix-it sprints with Product leadership.
• Design and deliver technical training or office hours for frontline staff.
• Utilize observability dashboards (Datadog/Splunk) to identify issues early.

Skills

5+ years

Okta

Descope

DNS

TLS

Load Balancing

SQL

Scripting

Communication

Zendesk

Jira

ServiceNow

Datadog

Splunk

Tools

Datadog

Splunk

Job description

Collectors Universe, Inc. is seeking a Technical Support Engineer to join the IT Service Desk team for advanced technical oversight of complex platform challenges. You will transform intricate incidents into documented RCAs and actionable product improvements, strengthening long‑term system stability and knowledge sharing.

The role is onsite five days per week, reporting to the Manager, IT Service Desk, with office locations in Santa Ana, CA; Jersey City, NJ; Boca Raton, FL; Plano, TX.