Senior Technical Support Engineer (T3)

Rewind

12d•Remote

About The Position

The Senior Technical Support Engineer (T3) is the highest tier of our support organization, serving as a bridge between customer support and engineering. You will own the most complex, ambiguous technical escalations that our T1 and T2 teams cannot resolve - including issues that previously required involvement from the Engineering Run Team. As a Senior Technical Support Engineer, you will serve as the final escalation point within the support organization. You bring a software development background and deep technical instincts to diagnose root causes, reproduce edge cases, write or read code to understand issues at depth, and work directly with the Engineering team to drive resolution. This is not a traditional support role - you will spend a significant portion of your time doing technical investigation work that sits at the boundary of support and engineering. This role requires participation on a on-call rotation including weekends and holidays.

Requirements

5+ years of experience in a technical support, solutions engineering, or software development role
Computer Science degree or equivalent practical experience (you can read and write code)
Proficiency in at least one scripting or programming language (Python, Ruby, JavaScript, or similar)
Strong understanding of REST APIs, OAuth, webhooks, and modern SaaS integration patterns
Experience with cloud platforms and SaaS ecosystems (Atlassian, GitHub, Shopify, or similar)
AWS - CloudWatch for logs, OpenSearch/Kibana for search infrastructure, SQS/SNS for async processing
Ability to read logs, inspect API responses, and debug issues at the network and application layers
Exceptional written and verbal communication - you can explain a complex technical root cause to a non-technical customer and to an engineer on the same day
Comfort working independently in ambiguous, high-stakes situations with limited documentation

Nice To Haves

Experience with backup, recovery, or data resilience products
Familiarity with Jira, Confluence, or Atlassian platform administration
Experience with PostgreSQL and DynamoDB
Prior experience in a SaaS company at a similar scale (Series B / growth stage)
Experience working with enterprise customers and navigating complex account relationships

Responsibilities

Own the most complex technical escalations from T1 and T2, serving as the final line of defense.
Investigate and reproduce customer-reported bugs, data inconsistencies, and integration failures across Rewind's supported platforms (Jira, Confluence, GitHub, Shopify, QuickBooks Online, and more)
Read and write code (primarily in the context of debugging and scripting) to diagnose issues, test hypotheses, and validate fixes
Work directly with Engineering to clearly articulate bugs, provide reproducible test cases, and track fixes through to resolution
Manage and resolve issues in customer environments involving API integrations, OAuth configurations, webhook failures, and platform-level permissions
Handle data restoration requests and complex recovery scenarios requiring deep knowledge of Rewind's backup architecture
Own enterprise customer onboarding when required, including installation, deployment, and education, ensuring the customer is fully set up for success
Help build and maintain the internal knowledge base for complex issue patterns, enabling T1/T2 to self-serve future resolutions
Participate in on-call rotations for P1 incidents affecting enterprise customers
Identify recurring escalation patterns and proactively surface product improvement opportunities to Engineering and Product