Senior Technical Support Engineer

Transact Campus • Albany, NY

1d

About The Position

As a Senior Technical Support Engineer, Level II, you will be a subject matter expert who handles our most complex technical challenges and serves as a technical mentor to junior engineers. You'll lead critical issue resolution, collaborate directly with Engineering teams on product defects, and contribute to the strategic direction of support processes. This role requires deep technical expertise combined with leadership capabilities to drive excellence across the support organization.

Requirements

• Practical experience in Information Technology, Engineering, or related technical field
• 3-5 years of progressive technical support experience with increasing complexity
• Advanced troubleshooting skills across multiple technology stacks
• Proven mentoring and knowledge transfer capabilities
• Experience leading critical issue resolution and customer crisis management
• Strong SQL skills including complex query writing and performance optimization
• Deep understanding of enterprise software architecture and integrations
• Experience with API development/troubleshooting and web services
• Excellent communication skills with ability to present to executive audiences
• Leadership capabilities with demonstrated influence without direct authority

Nice To Haves

• Bachelor's degree in Computer Science or related field of study
• Experience in healthcare, higher education, or financial services with regulatory knowledge
• Advanced knowledge of security protocols and compliance frameworks
• Experience with cloud platforms and modern DevOps practices
• Background in software development or system administration
• Project management experience and cross-functional leadership
• Industry certifications relevant to product portfolio
• Experience with customer success or professional services delivery

Responsibilities

• Resolving escalated technical issues that others cannot solve
• Leading customer crisis situations
• Developing advanced troubleshooting procedures
• Mentoring Technical Support Engineers and Associates.
• Participate in product development discussions
• Contribute to technical documentation
• Represent the support perspective in cross-functional initiatives

Benefits

• Flexible time off to include paid holidays and volunteer time.
• Robust health, dental, and vision insurance plans on your first day of employment
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance
• Comprehensive employee assistance program (EAP)
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees