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Sr. Support Engineer - Remote Eligible

Troubleshoot and resolve high-complexity SaaS customer incidents remotely
Remote
Senior
2 days ago
Acoustic

Acoustic

A marketing technology company providing a suite of solutions for analytics, content management, personalization, and campaign automation.

Senior Support Engineer

The Senior Support Engineer plays a critical role in triaging and resolving complex customer incidents, contributing to process improvement, and mentoring junior engineers. This role requires deep technical expertise, a strong understanding of SaaS marketing technologies, and a passion for customer success.

Key Responsibilities

  • Lead troubleshooting and root cause analysis for high-complexity customer incidents.
  • Create, document, and consistently follow established support processes.
  • Design and maintain support plans, ensuring team alignment and communication.
  • Write mid-level complexity code to resolve issues and perform moderate testing/debugging.
  • Recommend design improvements based on client needs and system dependencies.
  • Collaborate cross-functionally to deliver exceptional customer service and drive innovation.
  • Act as a resource for junior engineers and contribute to team development.
  • Maintain a solid understanding of Acoustic's product portfolio and support tools.

Core Competencies

  • Technology & Innovation: Competent with current technologies and exploring new trends in SaaS marketing.
  • Product & Industry Knowledge: Deep understanding of Acoustic products and ability to quickly triage incidents.
  • Agility & Adaptability: Confident with Scrum and proactive in identifying and resolving ambiguity.
  • Teamwork & Passion: Works collaboratively, contributes to team culture, and celebrates success.
  • Rapid Innovation: Curious, embraces change, and seeks continuous improvement.
  • Trust & Security: Committed to data privacy and process integrity.
  • Customer Delight: Strives to exceed customer expectations and improve service delivery.
  • Respect for All: Communicates with empathy, values diverse perspectives, and fosters inclusivity.

Craft Competencies

  • Advanced problem diagnosis and documentation.
  • Solid understanding of hardware, software, network, and system components.
  • Proficiency in support tools and platforms.
  • Ability to design support plans and gain team consensus.
  • Coding fluency in relevant programming languages.
  • Understanding and enhancement of software design.

Career Path

  • Most common promotion path: Principal Support Engineer
  • Alternative paths: Software Engineer, Manager of Engineering Support
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Sr. Support Engineer - Remote Eligible
Remote
Engineering
About Acoustic
A marketing technology company providing a suite of solutions for analytics, content management, personalization, and campaign automation.