Senior Customer Support Engineer

TLA Tech

8d•$160,000 - $200,000•Remote

About The Position

Part of the Syllo platform ventures into the ever-evolving landscape of forensic data collection and new data types that come into the scope of investigatory and legal proceedings, and these emerging challenges must be wrangled in the context of live investigations and legal proceedings. To expand our capacity and coverage in these areas, we're looking for a Technical Support Engineer to join our Support team. This role serves as a technical partner between Customer Success and Engineering, resolving complex client issues and building tools that automate new complexities as they emerge. You will report to the Director of Support, with close partnership into Engineering. In this role, you will operate with high autonomy, working directly with production systems and translating technical findings into clear next steps for CS and clients.

Requirements

Strong backend software engineering fundamentals, including proficiency in a language such as Python or Ruby, working with APIs and databases, handling data pipelines, and modern development practices.
Experience with cloud providers (GCP preferred) and distributed systems.
Proven hands-on experience debugging live production systems, inspecting logs, and writing scripts under time pressure.
Excellent cross-functional communication and interpersonal skills, with the ability to articulate technical details to non-technical partners.
High degree of autonomy and self-direction; comfortable making sound triage decisions independently in fast-paced environments.

Responsibilities

Resolve complex technical escalations for enterprise clients, working within defined SLAs.
Conduct root cause analysis on technical issues and partner with Engineering to inform long-term fixes.
Design, write, and maintain scripts, diagnostic tools, and workflows that let Customer Success self-serve common client issues.
Translate technical findings into clear, actionable updates for Customer Success stakeholders and clients.
Participate in a rotating on-call schedule, including evenings and weekends, to provide clients with fast, expert resolution when issues arise.