The Senior Application Support Engineer acts as the primary technical escalation point for complex, high-severity customer issues. They bridge the gap between customers and internal product teams while mentoring the support staff to improve system reliability.
You will provide high-level technical support to enterprise customers by troubleshooting complex issues and ensuring timely resolution within SLAs. Additionally, you will act as the voice of the customer to internal teams and mentor team members on technical escalations.
Serve as the senior technical focal point for EMEA customer issues, resolving complex escalations and coordinating with customers, Product Management, Engineering, and other teams. Develop subject-matter expertise, mentor support colleagues, share customer feedback, identify recurring issues, and contribute to support processes and internal projects.
