Staff Client Support Engineer

Accountabilities: You will take ownership of complex customer escalations while helping improve technical support practices and product reliability across the organization. Your responsibilities will include: Work directly with enterprise customer stakeholders to diagnose and resolve complex issues in production environments. Analyze application logs, system metrics, and product code to reproduce problems and identify underlying root causes. Develop and deliver technical fixes, workarounds, and configuration recommendations tailored to individual customer environments and requirements. Coordinate with internal teams and customer stakeholders to manage multi-party technical issues and drive them through to resolution. Collaborate with Engineering and Product Management to prioritize bugs, product enhancements, and implementation improvements based on customer impact, technical evidence, and business priorities. Advocate for customer needs and translate complex technical challenges into actionable product feedback. Share technical expertise through documentation, training sessions, and mentorship for Support colleagues and customers. Help raise the overall technical capabilities of the Support organization by promoting effective troubleshooting practices and knowledge sharing. Influence architectural and design decisions across adjacent teams to encourage reliable, scalable, and consistent system-wide solutions. Exercise independent judgment and take ownership of complex technical challenges with minimal supervision. Requirements : The ideal candidate combines extensive IT experience with strong software troubleshooting expertise, hands-on technical skills, and the ability to communicate effectively with enterprise customers and cross-functional teams. You should bring: At least 7 years of experience in IT, including 2 or more years in a customer-facing technical role. Experience implementing or supporting products in enterprise environments. Strong troubleshooting and analytical skills, with the ability to independently investigate complex software systems using written and verbal problem descriptions. Hands-on Linux installation, configuration, and administration experience, including: Shell scripting and package managers such as apt and yum. Archiving tools and file transfer protocols such as SSH, SFTP, and SCP. Network file systems and directory services, including NFS, SMB, LDAP, and Kerberos. Practical experience deploying and operating containerized applications using Docker and Kubernetes. Experience with at least one major cloud platform, such as AWS, Azure, or GCP. Working knowledge of databases such as SQL Server, Oracle, PostgreSQL, MySQL, or MongoDB. Proficiency in at least one programming language, such as Python, JavaScript, C++, C#, or Java. Ability to write scripts or code to diagnose technical issues, reproduce problems, and develop practical workarounds. Experience with multiple programming languages is an advantage. Excellent written and verbal communication skills, including the ability to explain complex technical concepts to both engineering teams and non-technical stakeholders. Strong organizational skills and the ability to manage competing priorities while maintaining high-quality work. A proactive, self-directed approach and the ability to exercise independent judgment with little or no oversight. Additional qualifications that would be advantageous include: A bachelor's degree in Computer Science, Information Technology, or a related technical discipline. Extensive relevant professional experience may be considered in place of a degree. A graduate degree in a technical or business-related field. You should also demonstrate a collaborative mindset and a commitment to customer care, accountability, perseverance, and continuous improvement. Benefits : Annual base salary ranging from $120,000 to $140,000 USD, depending on qualifications, skills, and experience. Additional variable or bonus compensation aligned with individual and company performance. Equity incentives. Opportunity to work with experienced professionals in data security, privacy, compliance, and AI technologies. A collaborative, innovation-driven environment that encourages professional development, knowledge sharing, and technical leadership. The opportunity to influence product direction, system architecture, and enterprise customer outcomes.