Senior Customer Care Technical Support Engineer (short-term assignment)
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 acts as a critical link between Customer Care and Core Engineering, transforming technical incidents into documented root cause analyses (RCAs) and actionable product improvements to enhance long-term ecosystem stability. The role reports to the Manager, IT Service Desk, Alex Romero. Upon completion of the assignment, 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.
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 their impact on 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 your current (or similar) role after the assignment.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
