Senior Software Support Engineer

Designa•Torrance, CA

3d•$55 - $60•Remote

About The Position

We are looking for a Senior Software Support Engineer to own complex technical escalations and help customers resolve issues in our enterprise web application. This is a customer-facing, hands-on troubleshooting role that partners closely with Support Analysts and Product/Engineering to restore service quickly, drive root-cause analysis, and improve product quality through clear feedback and documentation.

Requirements

5+ years in technical support, production support, or software support engineering for an enterprise or SaaS product.
2+ years operating as an L3 / escalations engineer (or equivalent) handling complex, cross-system issues.
Strong troubleshooting skills for enterprise web applications (HTTP/HTTPS, REST APIs, authentication, configuration, and performance).
Working knowledge of at least one programming language (Java, .NET/C#, or similar) with the ability to read code and interpret stack traces.
Strong Microsoft SQL Server (MS SQL) skills (querying, joins, basic performance troubleshooting) and experience with relational databases/DBMS concepts.
Working knowledge of Linux (shell, services/processes, networking basics, log analysis).
Experience supporting hybrid deployments across Azure cloud and on‑prem infrastructure; familiarity with virtualization concepts.
Excellent written and verbal communication skills; comfortable leading customer calls for complex issues.
Ability to manage multiple high-priority issues simultaneously and maintain clear, organized case notes.

Nice To Haves

Experience with incident management and postmortems (ITIL, SRE, or similar practices).
Experience with monitoring/observability tooling (NinjaOne, log aggregation, APM, metrics dashboards) and structured troubleshooting.
Azure cloud fundamentals and hybrid (Azure + on‑prem) architecture awareness and familiarity with common deployment architectures (load balancers, reverse proxies, containers).
Experience supporting virtualized environments (Hyper‑V and VMware) and Windows Server on‑prem deployments.
Relevant certifications (ITIL, Microsoft Azure/Windows Server/SQL Server).

Responsibilities

Own L3 escalations and critical customer issues from triage through resolution, coordinating with Engineering as needed.
Reproduce issues in test/staging environments; analyze logs, stack traces, configuration, and data to identify root cause.
Lead or contribute to major incident response (Sev1/Sev2): containment, customer updates, coordination, and post-incident review.
Provide clear, timely customer communication: gather requirements, set expectations, propose workarounds, and confirm outcomes.
Create engineering-ready bug reports with steps to reproduce, environment details, impact assessment, and supporting evidence.
Develop and maintain internal/external knowledge: runbooks, known issues, troubleshooting guides, and best practices.
Partner with Engineering/Product to reduce recurring issues by identifying trends, proposing fixes, and validating delivered corrections.
Mentor L1/L2 team members: technical coaching, case strategy, and review of escalation quality.
Continuously improve support processes and tools to reduce time-to-resolution and improve customer experience.