Senior Technical Support Engineer

Summary

Join Ditto, a fast-growing startup, as a Senior Technical Support Engineer! We're seeking an experienced engineer to work directly with customers, ensuring their success using our peer-to-peer data synchronization platform. You'll be a key player in troubleshooting complex issues, collaborating with engineering and product teams, and building internal knowledge. This role involves high-difficulty, low-volume problem-solving, directly impacting our most strategic customers. You'll be crucial to the success of innovative solutions built on the Ditto platform, contributing to a globally distributed team with a focus on trust, communication, and continuous improvement. We offer competitive salaries, stock options, and comprehensive benefits.

Requirements

• Have 5+ years of experience in technical support engineering or software engineering roles
• Earned a Bachelor’s degree in Computer Science or similar experience
• Customer-facing soft skills including active listening, customer empathy, and expectation-setting
• Ability to read and follow code and GitHub commits to understand recent changes
• Excellent communication skills in English, both written and verbal, are critical as you will need to explain complicated topics to developers with diverse backgrounds
• Broad technical understanding of mobile devices, cloud computing, and networking
• You prefer short projects where you can go deep and chase a problem down vs. building long-term solutions over many months
• Detailed technical understanding in one of the following areas: MongoDB, SQL, Cloud computing, or Distributed databases

Responsibilities

• Advocate for customers’ needs, working with the engineering and product teams to debug and reproduce problem reports from developers and escalate problems to include other team members as needed
• Be among the foremost technical and troubleshooting experts for our SDK and Cloud platform. You are the last line of defense before the core Engineering team
• Partner with engineering and customer teams to resolve issues, engaging with senior leaders internally or with customers and coordinating resources across multiple teams as needed
• Interact directly with developers and resolve their issues
• Participate in a rotation to ensure customers have 24x7 coverage for emergencies
• Work with Engineering to communicate incident status to customers and participate in root cause analysis
• Write knowledge base articles to enable customers to quickly resolve problems
• Aim for the highest customer satisfaction possible

Preferred Qualifications

Experience with Kubernetes

Benefits

• Competitive salaries
• Stock options
• Medical, dental, vision, life, and disability coverage
• Flexible spending account (FSA)
• Flexible vacation policy
• 401(k) plan