Senior Technical Support Engineer - Platform & RCA Leader

Collectors; Santa Ana (CA); On-site; USD 56,000 - 92,000; Full time

Benefits offered by this job

Health insurance

Fertility benefits

Commuter benefits

Educational assistance

401(k) matching

Paid vacation

Paid holidays

Employee discounts

Flexible hours

Team events

Job summary

Collectors is seeking a Technical Support Engineer to join the IT Service Desk to provide advanced-level oversight for complex platform challenges. You will be the link between Customer Care and Core Engineering, turning intricate incidents into documented RCAs and product improvements.

The role is onsite at multiple US offices, including Santa Ana, CA, with responsibilities across engineering liaison, RCAs, and proactive monitoring. You will mentor staff and drive observability initiatives.

Qualifications

• 5+ years in Technical Support Engineering, SRE, or Tier 3 escalations.
• Experience with identity providers like Descope or Okta and managing complex authentication flows.
• Networking fundamentals (DNS, TLS, Load Balancing) and impact on SaaS performance.
• Advanced SQL skills for data forensics and scripting to automate tasks.
• Ability to translate technical findings into executive-friendly summaries.
• Experience with ERP or financial tools like NetSuite or Navision is a plus.

Responsibilities

• Engineering Liaison: provide reproducible test cases, code insights, and proposed fixes.
• Root Cause Leadership: own post-mortem RCAs and workarounds for knowledge base.
• Strategic Incident Management: prioritize high-severity escalations based on impact and SLA.
• Systemic Improvement: analyze ticket patterns to identify technical debt and advocate for fix-it sprints.
• Technical Mentorship: design and deliver technical training for frontline representatives.
• Observability & Tooling: use Datadog/Splunk to identify issues early.

Skills

Identity Providers

Networking fundamentals

SQL & scripting

Communication

Ticketing systems

Root cause analysis

Tools

Datadog

Splunk

Zendesk

Jira

ServiceNow

Job description

Collectors is seeking a Technical Support Engineer to join the IT Service Desk to provide advanced-level oversight for complex platform challenges. You will be the link between Customer Care and Core Engineering, turning intricate incidents into documented RCAs and product improvements.

The role is onsite at multiple US offices, including Santa Ana, CA, with responsibilities across engineering liaison, RCAs, and proactive monitoring. You will mentor staff and drive observability initiatives.