Senior Technical Support Engineer

Summary

Join Ditto as a Senior Technical Support Engineer and become a trusted advisor for our high-profile enterprise clients. Your key responsibilities will involve resolving customer issues with urgency and accuracy, acting as the first line of defense, and collaborating with product and engineering teams. You will also work directly with developers, respond to live escalations, participate in on-call rotations, and contribute to root cause analyses. Furthermore, you will build tools to improve support workflows, advocate for customer needs, and continuously enhance your troubleshooting skills. This hands-on role requires a strong technical background and excellent customer-facing skills. Ditto offers competitive salaries, meaningful equity, and various benefits depending on your region.

Requirements

• Have 5+ years of experience in technical support engineering or software engineering roles
• Ability to translate complex and ambiguous problem sets into clear hypotheses and solutions
• Deep experience in at least one relevant subject area like Operating Systems, Cloud Infrastructure, Kubernetes, Networking, Databases, Distributed Systems, etc
• Bachelor’s degree in Computer Science or similar experience
• Ability to read and follow code and GitHub commits to understand recent change
• Customer-facing soft skills including active listening, customer empathy, and expectation-setting

Responsibilities

• Reproduce, debug, and escalate technical issues in partnership with Engineering and Product
• Act as a technical expert and initial escalation point for our SDK and Cloud products
• Work directly with developers to provide guidance and resolve complex issues
• Respond to live escalations and production incidents, coordinating with internal teams and customer stakeholders
• Participate in a 24/7 on-call rotation to support critical customer needs
• Collaborate with Engineering to communicate incident status and contribute to root cause analyses
• Build tools and automation to improve support workflows and reduce response time
• Use AI and other tools to create self-service opportunities for routine incidents
• Advocate for customer needs and influence product improvements based on real-world feedback
• Continuously sharpen your troubleshooting skills through exposure to challenging technical problems

Preferred Qualifications

• Prior experience in a hyper-growth company
• A passion for building support functions and enablement from 0 to 1
• Track record of building strong relationships with Fortune 500 companies

Benefits

• Health, dental, vision, life, and disability insurance
• A 401(k) and flexible spending accounts
• Private healthcare through Vitality
• A pension plan
• Flexible time off