The Senior Support Engineer resolves complex customer incidents, mentors junior engineers, and contributes to process improvement and team development.
The Senior Support Engineer plays a critical role in triaging and resolving complex customer incidents, contributing to process improvement, and mentoring junior engineers. This role requires deep technical expertise, a strong understanding of SaaS marketing technologies, and a passion for customer success.
Key Responsibilities
- Lead troubleshooting and root cause analysis for high-complexity customer incidents.
- Create, document, and consistently follow established support processes.
- Design and maintain support plans, ensuring team alignment and communication.
- Write mid-level complexity code to resolve issues and perform moderate testing/debugging.
- Recommend design improvements based on client needs and system dependencies.
- Collaborate cross-functionally to deliver exceptional customer service and drive innovation.
- Act as a resource for junior engineers and contribute to team development.
- Maintain a solid understanding of Acoustic’s product portfolio and support tools.
Core Competencies
- Technology & Innovation: Competent with current technologies and exploring new trends in SaaS marketing.
- Product & Industry Knowledge: Deep understanding of Acoustic products and ability to quickly triage incidents.
- Agility & Adaptability: Confident with Scrum and proactive in identifying and resolving ambiguity.
- Teamwork & Passion: Works collaboratively, contributes to team culture, and celebrates success.
- Rapid Innovation: Curious, embraces change, and seeks continuous improvement.
- Trust & Security: Committed to data privacy and process integrity.
- Customer Delight: Strives to exceed customer expectations and improve service delivery.
- Respect for All: Communicates with empathy, values diverse perspectives, and fosters inclusivity.
Craft Competencies
- Advanced problem diagnosis and documentation.
- Solid understanding of hardware, software, network, and system components.
- Proficiency in support tools and platforms.
- Ability to design support plans and gain team consensus.
- Coding fluency in relevant programming languages.
- Understanding and enhancement of software design.
Career Path
- Most common promotion path: Principal Support Engineer
- Alternative paths: Software Engineer, Manager of Engineering Support
Requirements
- Proven experience in technical support or engineering roles.
- Strong troubleshooting and analytical skills.
- Familiarity with SaaS platforms and Agile methodologies.
- Excellent communication and collaboration abilities.
- Ability to work independently with minimal supervision.
Top Skills
Agile
Programming Languages
SaaS
Support Tools
Acoustic Waltham, Massachusetts, USA Office
1075 Main St., Waltham, MA, United States, 02451
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