Senior Technical Support Engineer (Integrations)

Own support cases from customers/colleagues/partners, applying proper prioritization and delivering clear and effective solutions primarily via email and screen share.

Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions.

Perform backend configuration work, including data transformations, uploads, and migrations, to maintain functionality and meet customer requirements.

Handle a wide range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s), including ownership of the most technically demanding cases within the team.

Lead L3 case resolution end-to-end, coordinating with Engineering from initial triage through remediation; serves as the primary Support representative during P2 incidents and co-leads P0/P1 response alongside Support leadership.

Develop and maintain expertise in 4+ SME areas, with recognized depth that the broader team draws on.

Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.

Leverage technical tools like session replay, log analysis, developer tools, and API clients (e.g., Postman) to perform troubleshooting.

Participate in daily standups and internal Slack discussions to collaborate on active tickets and projects.

Mentor fellow TSEs through shadowing sessions, ticket reviews, and live ticket collaboration.

Partner with local colleagues (ASM, ATC, PIC, AM, etc) on regional customer implementations and post-launch initiatives, and contribute to internal APAC planning and reporting cadences.

Contribute to assigned special projects and initiatives, leveraging creative problem-solving skills to help the department achieve its goals.