Top Senior Tech Support Jobs in Boston, MA

Provide advanced technical support for enterprise B2B SaaS customers, serving as an escalation point for complex integrations, compliance workflows, SSO/SCIM issues, APIs, and data synchronization. Partner with customers during onboarding and audit preparation, lead root cause analysis, manage escalations, collaborate with Product and Engineering, mentor support specialists, and improve documentation and support processes while meeting service-level and customer satisfaction targets.

Leads Robin’s Technical Support team, including specialists and a Support Operations Manager. Responsibilities include coaching staff, managing KPIs and ticket queues in Jira, resolving escalated customer issues, improving support processes and documentation, identifying issue trends, partnering with Engineering and Product on root-cause fixes, and adopting AI-assisted support tools.

Leads the global operating model for Technical Support Engineering, including follow-the-sun coverage, escalations, incident response, platform reliability, operational metrics, and cross-functional Engineering partnerships. Builds scalable processes, runbooks, reporting, and automation while developing managers and technical teams. Owns customer outcomes during complex issues, continuous improvement, service quality, succession planning, and team performance across distributed regions.

Provide remote and on-site technical support for Ciena telecommunications products, including on-call coverage. Diagnose complex network issues using debugging tools, lab research, and root cause analysis. Escalate incidents and communicate field concerns across Design, Supply Chain, Quality Assurance, Product Management, Publications, and Training teams. Create and maintain technical documentation, knowledge-base articles, and field service bulletins while contributing to customer issue resolution and knowledge sharing.

Provides expert technical support and product guidance for refractory products and applications. Develops lining designs, installation methods, product development business cases, launch plans, promotions, and technical marketing strategies. Conducts market and portfolio analysis, supports product rationalization, trains customers and internal teams, investigates product complaints with R&D, and presents at industry events.

Provides expert technical support and product guidance for refractory products and applications, analyzes customer needs, develops lining designs and installation methods, and collaborates on complaint investigations. Supports new product development, launches, promotions, market analysis, portfolio management, and product rationalization. Delivers training and technical presentations, attends industry events, and coordinates cross-functional projects while developing market growth strategies.

Provide advanced technical support for SaaS customers, investigate and resolve complex issues, troubleshoot integrations and APIs, manage escalations, advise Premium customers, collaborate with Engineering, mentor teammates, and improve support processes and documentation.

Provide post-launch technical support for broadband networks by diagnosing complex Layer 2 and Layer 3 issues across access, aggregation, routing, transport, and service layers. Investigate packet flows, logs, telemetry, alarms, and network configurations to isolate fault domains, determine root causes, and drive production incidents through resolution. Collaborate with NOC, engineering, operations, architecture, vendors, and service assurance teams in a 24x7 environment.

Provides expert hardware and technical support for semiconductor equipment through remote assistance and customer-site escalation. Develops support plans, documentation, training, and field-service improvements; communicates findings to customers and internal teams. Supports new product development, testing, design reviews, and product qualification. Requires cleanroom work, lifting equipment up to 50 pounds, and 40% domestic and international travel.

Provides advanced technical support for robotic systems during commissioning and 24/7 customer operations. Diagnoses hardware, software, controls, Linux, network, and automation failures; analyzes logs and telemetry; develops integrations and support workflows; leads major incidents; coordinates engineering, field service, and customer teams; manages cases and corrective actions; validates AI-assisted diagnostics; and mentors engineers while improving system reliability and recovery times.

Owns daily billing operations and technical support for energy-sector clients. Responsibilities include resolving billing exceptions and API issues, monitoring production workflows, coordinating with DevOps, managing reports and rate updates, planning testing and UAT, leading client calls, handling escalations, capturing product requests, and delivering post-go-live Professional Services projects. The role requires utility billing knowledge, SQL, REST API troubleshooting, project management, strong communication, early-morning workflow checks, and rotating weekend on-call coverage.

Provide technical support for Federal customers using Tines Cloud and self-hosted deployments. Troubleshoot APIs, workflows, authentication, infrastructure, networking, databases, and integrations; build and modify workflows with customers; manage escalations; document issues; relay customer feedback to Engineering and Product; improve support processes; and participate in a 24x7 on-call rotation.

Provides technical intelligence and acquisition engineering support for Air Force weapon systems and nuclear communications programs. Assesses adversary threats, develops intelligence requirements, conducts technical threat risk assessments, evaluates system vulnerabilities, and integrates intelligence into acquisition decisions. The role develops threat and target products, coordinates with Intelligence Community stakeholders, supports lifecycle planning, prepares briefings and documentation, and recommends solutions that reduce cost, schedule, performance, and mission risks.

Leads Level 2 technical support operations and supervises support professionals handling complex escalations. Responsibilities include coaching, workload management, SLA and case oversight, advanced troubleshooting, customer advocacy, cross-functional coordination, root cause analysis, knowledge management, KPI reporting, and continuous process improvement. The role partners with Engineering, Product, Customer Success, Sales, and Operations to improve resolution times, supportability, and team capability.

Leads Level 2 technical support operations and supervises support professionals handling complex escalations. Responsibilities include coaching, workload management, SLA and case oversight, advanced troubleshooting, customer advocacy, cross-functional resolution coordination, root cause analysis, knowledge management, KPI reporting, and continuous process improvement. Partners with Engineering, Product, Customer Success, Sales, and Operations to improve issue resolution, product supportability, and team capability.

Provides senior-level technical support to top-tier customers using Ping Identity products. Responsibilities include troubleshooting, root-cause analysis, issue resolution, customer communication, bug reproduction, escalation leadership, cross-functional collaboration, documentation, mentoring, queue management, and process improvement. The role requires expertise in REST APIs, SSL/TLS, networking, Linux, virtualization, cloud platforms, and identity and access management, with Thursday-to-Monday shifted scheduling and weekend or holiday coverage.

Provide technical support for media and entertainment customers, diagnosing issues across post-production, media lifecycle, and VFX workflows. Partner with Product, Engineering, and Customer Success to resolve root causes, support feature releases, maintain documentation and escalation processes, and improve support KPIs. Lead debugging sessions, reproduce client issues, train customers, and mentor the Support team while contributing to product and process improvements.

Supports Shared System Maintainer production and DEV/TEST cycles using IBM Workload Scheduler. Maintains schedules, batch jobs, CICS environments, security IDs, and development/test releases. Provides JCL guidance, monitors cycles, troubleshoots ABENDs and job failures, documents incidents, and coordinates root-cause resolution with maintainers, developers, business analysts, release coordinators, and scheduling teams.

Provides second-level technical support for PACS and healthcare IT systems, troubleshooting escalated issues, managing support queues, maintaining system updates, and coordinating with customers and cross-functional teams. The role supports Windows, Linux, databases, networking, cloud integrations, RIS, DICOM, HL7, and EMR technologies. Responsibilities also include documentation, training, root cause analysis, technical evaluations, compliance, customer communication, and continuous improvement. The position is remote with occasional travel and on-call participation.

As a Sr Technical Support Representative, you will provide expertise in customer support for drone operations, troubleshoot issues, and enhance customer satisfaction through proactive communication and feedback loops.

Provides expert technical support and product guidance for refractory products, analyzes customer application needs, and develops lining designs and installation methods. Supports product development, launches, promotions, market and portfolio analysis, and product rationalization. Delivers training and industry presentations while collaborating with R&D and cross-functional teams on complaint investigations, failure analysis, and market growth strategies.

Supports commercial lines underwriting operations by developing best practices, policies, procedures, training programs, quality-control processes, and performance-improvement initiatives. Serves as an underwriting support subject matter expert, monitors operational performance, identifies skill gaps, coordinates internal quality reviews, and represents the rating function on corporate projects.

Provide advanced L2 technical support for Runpod customers: troubleshoot escalated issues, analyze logs and code, use scripting and diagnostics, liaise with engineering and infra teams, create documentation and training, and deliver multi-channel support including weekend availability.

Build and operate Mozilla’s first B2B technical support operations capability. Own support vendors, workflows, training, capacity planning, metrics, governance, escalations, incident response, and continuous improvement. Coordinate with Product, Engineering, Customer Success, Sales, Legal, Finance, and Procurement to deliver reliable enterprise support. Translate customer and support insights into improvements across products, processes, tooling, documentation, and automation.

Provides third-tier technical support for enterprise cybersecurity customers, diagnosing complex issues through lab reproduction, source-code analysis, networking and systems investigation. The role prioritizes customer impact, develops workarounds with Engineering, supports Sales engagements, documents solutions, improves support processes, creates customer-facing content, and participates in limited on-call coverage. Requires expertise in Linux, networking, security technologies, databases, cloud and virtual environments, plus strong customer communication and escalation management skills.