Senior Technical Support Engineer

Summary

Join Intuition Machines, a leading enterprise security company, as a Senior Technical Support Engineer. Leveraging your strong software engineering background, you will provide high-level technical support to enterprise clients, collaborating with engineering and product teams. You will diagnose and resolve complex technical issues, contribute to product enhancements, and mentor other support engineers. This fully remote position offers flexible hours and a collaborative environment where your contributions directly impact product innovation and customer satisfaction. Intuition Machines values diversity and inclusion, offering a chance to work with a global team on cutting-edge technology.

Requirements

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field, or equivalent work experience
• Minimum of 5 years of experience in software engineering or a technical support role with a strong engineering focus
• Solid background in software development is essential for this role
• Proficiency in backend and frontend development technologies, such as Python, JavaScript, HTML, CSS, and related frameworks
• Experience with security principles, bot management strategies, and fraud detection/prevention techniques
• Ability to quickly understand and adapt to new technologies and products
• Excellent problem-solving skills and the ability to think critically and creatively
• Strong interpersonal and communication skills, with the ability to explain complex technical concepts to a variety of audiences
• Self-motivated and proactive, with the ability to work independently and as part of a team
• Familiarity with ticketing systems and support tools; experience with automation and scripting is a plus
• A customer-centric mindset with a commitment to providing exceptional service

Responsibilities

• Leverage your software engineering expertise to diagnose and resolve complex technical issues across backend and frontend systems
• Provide high-level technical support to enterprise customers, ensuring timely and effective solutions that draw upon your deep understanding of software development
• Collaborate closely with Engineering, Product, and Security teams to facilitate issue resolution and contribute to product enhancements, using your coding skills to prototype solutions or debug issues
• Apply your knowledge of security, bot management, and fraud prevention to assist customers and optimize product performance
• Quickly learn and adapt to our evolving product suite, staying up-to-date with new features and changes, while providing feedback from a developer's perspective
• Mentor and support other Support Engineers, sharing your software engineering knowledge to enhance the team's technical capabilities
• Develop and improve support processes, tools, and documentation, potentially creating scripts or tools to automate and streamline support tasks
• Engage with customers in a positive and proactive manner, building strong relationships and ensuring their success with our products

Preferred Qualifications

• Strong proficiency in SQL; experience with databases like ClickHouse or tools like Apache Superset is a plus
• Experience working with enterprise clients is a plus

Benefits

• Fully remote position with flexible working hours
• An inspiring team of colleagues spread all over the world
• Pleasant, modern development and deployment workflows: ship early, ship often
• A collaborative environment where your ideas are valued
• High impact: lots of users, happy customers, high growth, and cutting-edge R&D
• Flat organizational structure with direct interaction with leadership and all teams