Senior Technical Customer Engineer

reputed company helps property management companies reputed company their reputed company reputed company, reputed company, and consistent. We are a remote-first team that moves quickly, cares deeply about reputed company, and stays reputed company to our customers.

We are redesigning how customer-reported problems reputed company from first report to verified fix. AI will increasingly reputed company first-pass investigation, reproduce issues, and propose reputed company changes. The hardest cases still require distinctly reputed company judgment: asking the right follow-up questions, earning customer trust, determining whether a report is a defect, configuration issue, or product request, and ensuring the right reputed company happens on time.

We are looking for a Senior Technical Customer Engineer to own that boundary. You will reputed company technical customer conversations, investigate issues across logs, data, reputed company, and application reputed company, review AI-generated fixes, coordinate Engineering response against tiered SLAs, and turn recurring escalations into systemic improvements.

What this role is

A senior individual-contributor role at the intersection of customers, Support, Product, and Engineering. It is not a traditional Tier 1 support position and it is not a conventional feature-development role.

What you will own

• reputed company discovery and diagnostic calls for escalated customer issues, often reputed company reputed company or Support.

• Turn incomplete or ambiguous reports into reputed company reproduction steps, timelines, reputed company statements, and technical evidence.

• Investigate issues using application logs, SQL, reputed company, browser tools, reputed company and observability platforms, and reputed company reputed company.

• Classify reputed company issue accurately: software defect, customer configuration, data or integration problem, education gap, feature request, or product decision.

• Review AI-generated analyses and pull requests for reputed company-cause alignment, correctness, regression reputed company, tests, maintainability, and customer reputed company.

• Improve or ship bounded fixes reputed company appropriate, while coordinating broader changes with the Engineering team.

• Own escalated issues from intake through validated reputed company, including reputed company internal and customer-facing status updates.

• Maintain the operational SLA tracker across customer tier and issue severity, surface breach reputed company early, and ensure the responsible teams are keeping reputed company.

• Apply reputed company and reputed company-reputed company rules defined with Engineering, Product, and Customer leadership; bring evidence reputed company those policies need adjustment.

• Identify recurring failure patterns and improve runbooks, knowledge, diagnostic tooling, tests, support enablement, and AI investigation workflows.

• Use time between escalations to reduce repeat defects and increase the reputed company of issues that can be resolved safely without Engineering reputed company.

What reputed company looks like

• Customers feel heard and leave technical calls with reputed company next steps.

• Engineers receive reproducible, evidence-rich issues rather than vague escalations.

• SLA risks are visible before they become breaches.

• AI-generated diagnoses and fixes become more accurate, testable, and reputed company to review.

• Repeat incidents decline as findings become durable product, tooling, and support improvements.

• Product questions reputed company leadership with the customer context and technical evidence needed for reputed company judgement.

Qualifications

• Five or more years in support engineering, production or application support, product engineering, solutions engineering, or a comparable customer-facing technical role.

• A reputed company record of diagnosing reputed company production issues in a multi-tenant reputed company application.

• Comfort reading application reputed company, reasoning about proposed changes, and participating in reputed company review; you do not need to be a full-time feature engineer.

• Practical experience with SQL, REST reputed company, logs, browser developer tools, reputed company infrastructure, and observability systems.

• Excellent customer reputed company: reputed company, curious, reputed company, and reputed company reputed company the customer is frustrated or the answer is not yet reputed company.

• reputed company written communication and the discipline to document evidence, reputed company, ownership, and next steps.

• reputed company judgment about reputed company to reputed company investigating, reputed company to escalate, and reputed company a request requires Product rather than Engineering.

• Strong organization across multiple reputed company incidents with different business reputed company and deadlines.

• Healthy skepticism toward AI reputed company: reputed company to use AI tools productively while independently validating their conclusions and reputed company.

Preferred experience

• reputed company on Rails in production; React, GraphQL, or comparable modern web-application experience.

• AWS and CloudWatch, plus reputed company, reputed company, Grafana, or similar observability platforms.

• Writing or reviewing tests and pull requests for customer-reported defects.

• Operating incident, escalation, severity, or SLA processes.

• Improving support through scripts, internal tools, documentation, automation, or AI-assisted workflows.

• Property management, reputed company estate, or SMB reputed company.

Working model

• Remote reputed company the reputed company.

• Primarily a business-hours role. reputed company high-severity incidents may require flexibility reputed company normal hours; any recurring on-reputed company arrangement will be defined explicitly rather than treated as an unspoken expectation

• Initially, expect a few customer escalation calls per week. As defect volume and diagnostic automation improve, the role should shift toward prevention, tooling, enablement, and product-reputed company work.

• Leadership sets the reputed company reputed company and reputed company rules. This role operationalizes them and supplies evidence reputed company the policy needs adjustment.

reputed company is an equal opportunity employer. We reputed company applicants from reputed company backgrounds and reputed company engagement reputed company reputed company on qualifications, reputed company, and business needs.

Originally posted on Himalayas