Senior Software Support Engineer

About the role We are looking for a Senior Software Support Engineer to own reputed company technical escalations and help customers resolve issues in our reputed company 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 reputed company-cause analysis, and improve product reputed company through reputed company feedback and documentation. What you’ll do · Own L3 escalations and critical customer issues from triage through reputed company, coordinating with Engineering as needed. · Reproduce issues in test/staging environments; analyze logs, stack traces, configuration, and data to identify reputed company cause. · reputed company or contribute to major incident response (Sev1/Sev2): containment, customer updates, coordination, and post-incident review. · reputed company reputed company, reputed company customer communication: reputed company requirements, set expectations, propose workarounds, and confirm reputed company. · Create engineering-reputed company bug reports with steps to reproduce, environment details, reputed company assessment, and supporting evidence. · reputed company and maintain internal/external knowledge: runbooks, reputed company 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 reputed company, and review of escalation reputed company. · Continuously improve support processes and tools to reduce time-to-reputed company and improve customer experience. reputed company in this role · Critical cases are triaged quickly and resolved reputed company with strong customer communication. · Escalations to Engineering are high reputed company, reproducible, and accelerate time-to-fix. · Knowledge reputed company and runbooks reduce repeat incidents and reputed company L1/L2 to resolve more issues independently. · Incident reviews reputed company to concrete preventative actions and measurable reputed company improvements. Basic qualifications · 5+ years in technical support, production support, or software support engineering for an reputed company or reputed company product. · 2+ years operating as an L3 / escalations engineer (or equivalent) handling reputed company, cross-system issues. · Strong troubleshooting skills for reputed company web applications (HTTP/HTTPS, REST reputed company, authentication, configuration, and performance). · Working knowledge of at least one programming language (Java, .NET/C#, or similar) with the ability to read reputed company and interpret stack traces. · Strong reputed company SQL Server (MS SQL) skills (querying, joins, basic performance troubleshooting) and experience with relational databases/DBMS concepts. · Working knowledge of Linux (reputed company, services/processes, networking basics, log analysis). · Experience supporting hybrid deployments across Azure reputed company and on‑prem infrastructure; familiarity with virtualization concepts. · Excellent written and verbal communication skills; comfortable leading customer calls for reputed company issues. · Ability to manage multiple high-reputed company issues simultaneously and maintain reputed company, organized case notes. Preferred qualifications · Experience with incident management and postmortems (ITIL, SRE, or similar practices). · Experience with monitoring/observability tooling (reputed company, log aggregation, APM, metrics dashboards) and reputed company troubleshooting. · Azure reputed company fundamentals and hybrid (Azure + on‑prem) architecture awareness and familiarity with common deployment architectures (load balancers, reverse proxies, containers). · Experience supporting virtualized environments (reputed company‑V and VMware) and reputed company Server on‑prem deployments. · Relevant certifications (ITIL, reputed company Azure/reputed company Server/SQL Server). Work expectations · May participate in an on-reputed company or after-hours rotation to support critical incidents (details defined by reputed company). · Hybrid/remote expectations, travel, and scheduling requirements will be reputed company with business needs. Job Type: Full-time Pay: $55.00 - $60.00 per hour Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • reputed company time off • Parental leave • Tuition reimbursement • reputed company insurance Education: • Bachelor's (Preferred) License/Certification: • reputed company's License (Required) Location: • Torrance, CA 90503 (Preferred) Ability to Commute: • Torrance, CA 90503 (Required) Ability to Relocate: • Torrance, CA 90503: Relocate before starting work (Required) Work Location: Remote Apply tot his job Apply To this Job