Senior Technical Support Engineer - Outage Escalation Lead

DCS

Bellevue (WA)

On-site

USD 120,000 - 150,000

Full time

10 days ago

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Job summary

Synology in Bellevue, WA seeks a Senior Technical Support Engineer for a full-time, on-site role. You will own the most complex technical escalations across storage, networking, virtualization, cloud, backup, and data protection, serving as a senior technical authority within the U.S.

Support Organization. This role goes beyond case resolution: you will set technical standards, mentor engineers, and partner with Product Management and Engineering to implement improvements preventing recurring

Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
10+ years of experience in technical support, systems engineering, infrastructure engineering, or a comparable technical discipline, including substantial senior-level experience.
Demonstrated success resolving complex production issues that other experienced engineers could not resolve.
Deep hands‑on expertise in enterprise storage, networking, data protection, or related infrastructure technologies.
Experience serving as an escalation point or technical authority for a support or engineering team.
Experience isolating and documenting product defects through reproduction and scope analysis.
Experience leading technical response to business‑critical incidents or outages.
Experience mentoring or developing other technical professionals.
Strong written and verbal communication skills, including the ability to explain complex technical findings to customers and business stakeholders.
Ability to work on-site at the assigned Synology office.
Ability to participate in a rotating on-call schedule for critical after-hours escalations.

Responsibilities

Own and resolve the organization's most complex technical escalations, including multi-system failures, severe performance degradation, data-integrity concerns, and issues that have resisted prior investigation.
Lead root-cause analysis and develop defensible technical conclusions using logs, system diagnostics, lab reproduction, and structured troubleshooting.
Direct the technical response during business-critical customer outages and make sound recommendations when no documented procedure applies.
Reproduce and isolate suspected product defects, documenting affected versions, configurations, scope, and customer impact so Product Management and Engineering can act.
Serve as a senior escalation resource for Support Engineers and provide technical direction on difficult cases.
Communicate technical findings, risks, recommendations, and uncertainty clearly to customers, internal stakeholders, and executives.
Diagnose hardware failures across NAS systems and expansion units, including drives, memory, power supplies, network interfaces, and system boards.
Identify recurring failure patterns and lead improvements through documentation, tooling, process changes, customer enablement, or product feedback.
Mentor and develop Associate and Support Engineers through case reviews, structured coaching, and technical guidance.
Create and improve troubleshooting standards, knowledge content, and technical best practices for the Support organization.
Participate in the rotating on-call program for critical after-hours, overnight, and weekend escalations.