Senior Customer Care Technical Support Engineer (short-term assignment)

Collectors • Santa Ana, CA

2d

About The Position

Collectors is seeking a Senior Customer Care Technical Support Engineer for a short-term assignment (approximately 6 months) to join the IT Service Desk team. This role provides advanced-level technical oversight for complex platform challenges, managing high-level support requests that require specialized diagnostic expertise. The primary objective is to ensure comprehensive remediation and systematic knowledge gathering for every escalation. This position serves as a critical link between Customer Care and Core Engineering, transforming intricate technical incidents into documented root cause analyses (RCAs) and actionable product improvements to enhance long-term ecosystem stability. The role reports into the Manager, IT Service Desk, Alex Romero. This assignment offers an opportunity to train and upskill within the IT Service Desk team while supporting the Customer Care function. Upon completion, there is an opportunity to transfer back to a current or similar role. The assignment duration may vary based on business needs but is estimated at six months from the start date.

Requirements

• 5+ years in Technical Support Engineering, SRE, or a specialized Tier 3 escalation role.
• Proven experience with Identity Providers like Descope or Okta, and managing complex authentication flows.
• Strong grasp of networking fundamentals (DNS, TLS, Load Balancing) and how they impact SaaS application performance.
• Advanced SQL skills for data forensics.
• Experience using scripting to automate repetitive support tasks.
• Ability to translate highly technical "code-level" findings into executive-friendly summaries for non-technical leadership.
• Previous experience in a Customer Care or high-touch Customer Service environment.
• Excellent written and verbal communication skills — able to convey technical concepts to non-technical audiences.
• Experience working with ticketing systems (e.g., Zendesk, Jira, ServiceNow).

Nice To Haves

• Previous experience in Software Engineering or QA/Automation.
• Specialized knowledge of integrating financial systems like NetSuite or Navision.
• Familiarity with ERP or financial tools such as NetSuite or Navision.

Responsibilities

• Act as a technical partner to Engineering and Product teams, providing reproducible test cases, code-level insights, and proposed fixes.
• Own the post-mortem process for technical escalations, documenting complex RCAs and workarounds to build a robust internal knowledge base.
• Manage and prioritize high-severity escalations based on business impact and SLA requirements, ensuring transparent communication with stakeholders.
• Analyze ticket patterns to identify technical debt or recurring product flaws, proactively advocating for "fix-it" sprints with Product leadership.
• Design and deliver technical training or "office hours" for front-line representatives to improve their diagnostic skills and reduce escalation rates.
• Utilize and improve monitoring/observability dashboards (Datadog/Splunk) to identify issues before they are reported by customers.

Benefits

• Opportunity to train and upskill within the IT Service Desk team.
• Opportunity to transfer back to a current or similar role after the assignment.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed