Senior Technical Support Engineer - United Kingdom

Role Summary

The Senior Technical Support Engineer provides the highest level of technical expertise, leading resolution of complex, high-impact, or sensitive customer issues. This role drives systemic problem management, mentors across levels, and partners closely with Engineering, Product Management, and Leadership to improve product quality and support effectiveness.

This position reports to the Manager, Technical Support.

What You'll Do

• Own and lead resolution of escalated, high‑severity, or cross‑system customer issues.
• Conduct in‑depth root cause analysis and drive permanent fixes in partnership with Engineering.
• Participate in incident response and post‑incident reviews, including documentation and recommendations.
• Act as a technical authority and mentor for other Technical Support Engineers.
• Identify patterns and systemic issues, reducing future case volume and customer impact.
• Rep...