Senior Software Support Engineer

About the role We are looking for a Senior Software Support Engineer to own complex technical escalations and help customers resolve issues in our enterprise 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 root-cause analysis, and improve product quality through clear feedback and documentation. What you’ll do · Own L3 escalations and critical customer issues from triage through resolution, coordinating with Engineering as needed. · Reproduce issues in test/staging environments; analyze logs, stack traces, configuration, and data to identify root cause. · Lead or contribute to major incident response (Sev1/Sev2): containment, customer updates, coordination, and post-incident review. · Provide clear, timely customer communication: gather requirements, set expectations, propose workarounds, and confirm outcomes. · Create engineering-ready bug reports with steps to reproduce, environment details, impact assessment, and supporting evidence. · Develop and maintain internal/external knowledge: runbooks, known 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 strategy, and review of escalation quality. · Continuously improve support processes and tools to reduce time-to-resolution and improve customer experience. Success in this role · Critical cases are triaged quickly and resolved efficiently with strong customer communication. · Escalations to Engineering are high quality, reproducible, and accelerate time-to-fix. · Knowledge base and runbooks reduce repeat incidents and enable L1/L2 to resolve more issues independently. · Incident reviews lead to concrete preventative actions and measurable quality improvements. Basic qualifications · 5+ years in technical support, production support, or software support engineering for an enterprise or SaaS product. · 2+ years operating as an L3 / escalations engineer (or equivalent) handling complex, cross-system issues. · Strong troubleshooting skills for enterprise web applications (HTTP/HTTPS, REST APIs, authentication, configuration, and performance). · Working knowledge of at least one programming language (Java, .NET/C#, or similar) with the ability to read code and interpret stack traces. · Strong Microsoft SQL Server (MS SQL) skills (querying, joins, basic performance troubleshooting) and experience with relational databases/DBMS concepts. · Working knowledge of Linux (shell, services/processes, networking basics, log analysis). · Experience supporting hybrid deployments across Azure cloud and on‑prem infrastructure; familiarity with virtualization concepts. · Excellent written and verbal communication skills; comfortable leading customer calls for complex issues. · Ability to manage multiple high-priority issues simultaneously and maintain clear, organized case notes. Preferred qualifications · Experience with incident management and postmortems (ITIL, SRE, or similar practices). · Experience with monitoring/observability tooling (NinjaOne, log aggregation, APM, metrics dashboards) and structured troubleshooting. · Azure cloud fundamentals and hybrid (Azure + on‑prem) architecture awareness and familiarity with common deployment architectures (load balancers, reverse proxies, containers). · Experience supporting virtualized environments (Hyper‑V and VMware) and Windows Server on‑prem deployments. · Relevant certifications (ITIL, Microsoft Azure/Windows Server/SQL Server). Work expectations · May participate in an on-call or after-hours rotation to support critical incidents (details defined by the team). · Hybrid/remote expectations, travel, and scheduling requirements will be aligned with business needs. Job Type: Full-time Pay: $55.00 - $60.00 per hour Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Education:

• Bachelor's (Preferred)

License/Certification:

• Driver'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)

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