Senior Technical Support Engineer
Cruzader Advanced Recruiting Solutions, New York, NY, United States
Cruzader Advanced Recruiting Solutions is a hybrid recruitment partner specializing in both professional and executive-level placements. We offer a balanced approach, combining efficient, high-volume hiring with meticulous, tailored executive searches. With a deep understanding of the dynamic business landscape, we connect organizations with innovative professionals who drive growth and success. By leveraging a personalized recruitment model, we ensure the right fit for every team, delivering top-tier talent to meet competitive market demands.
Overview
A high-growth, venture-backed infrastructure company is seeking a Senior Technical Support Engineer to help build and scale a best-in-class support function from the ground up. The organization is experiencing rapid growth and expanding into enterprise customers, creating a critical need for strong technical support capabilities. This role sits at the intersection of engineering, product, and customer experience, supporting developer-focused users and ensuring a high-quality, scalable support operation.
Why Candidates Should Join
Join a rapidly scaling infrastructure company at a key growth inflection point
Play a foundational role in building and shaping the technical support function
Work directly with engineers solving complex infrastructure challenges
High ownership environment with ability to define processes and tooling
Influence product direction through customer feedback
Leverage AI to modernize and scale support operations
Collaborative, fast-paced, high-performance team environment
Onsite collaboration in New York City (Flatiron)
Seniority
5–10 years of experience in technical support engineering supporting developer tools or infrastructure products
The Role
As a Senior Technical Support Engineer, you will deliver high-quality technical support while building systems and workflows required to scale support as the company grows.
Key Responsibilities
Build and scale support function including playbooks and SLAs
Diagnose and resolve complex technical issues
Reproduce issues and collaborate with engineering
Serve as primary technical contact for customers
Create feedback loops to product and engineering
Leverage AI to automate workflows
Contribute to documentation and tooling
Work Experience
Experience supporting developer-facing or engineering products
Experience working directly with engineers
Experience at a company with established support practices
Experience building or improving support processes
Exposure to infrastructure or distributed systems
Hard Skills
Strong debugging and troubleshooting ability
Experience supporting engineers on technical products
Experience with CI/CD, infrastructure, or developer tooling
Experience using AI to automate support processes
Soft Skills
High energy and ability to manage high volume of interactions
Ownership mindset and proactive approach
Must be based in New York City and able to work onsite 5 days per week (Flatiron)
What Success Looks Like
Build scalable support systems
Resolve complex issues efficiently
Improve customer experience
Drive product improvements through feedback
Implement automation to reduce manual work
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Overview
A high-growth, venture-backed infrastructure company is seeking a Senior Technical Support Engineer to help build and scale a best-in-class support function from the ground up. The organization is experiencing rapid growth and expanding into enterprise customers, creating a critical need for strong technical support capabilities. This role sits at the intersection of engineering, product, and customer experience, supporting developer-focused users and ensuring a high-quality, scalable support operation.
Why Candidates Should Join
Join a rapidly scaling infrastructure company at a key growth inflection point
Play a foundational role in building and shaping the technical support function
Work directly with engineers solving complex infrastructure challenges
High ownership environment with ability to define processes and tooling
Influence product direction through customer feedback
Leverage AI to modernize and scale support operations
Collaborative, fast-paced, high-performance team environment
Onsite collaboration in New York City (Flatiron)
Seniority
5–10 years of experience in technical support engineering supporting developer tools or infrastructure products
The Role
As a Senior Technical Support Engineer, you will deliver high-quality technical support while building systems and workflows required to scale support as the company grows.
Key Responsibilities
Build and scale support function including playbooks and SLAs
Diagnose and resolve complex technical issues
Reproduce issues and collaborate with engineering
Serve as primary technical contact for customers
Create feedback loops to product and engineering
Leverage AI to automate workflows
Contribute to documentation and tooling
Work Experience
Experience supporting developer-facing or engineering products
Experience working directly with engineers
Experience at a company with established support practices
Experience building or improving support processes
Exposure to infrastructure or distributed systems
Hard Skills
Strong debugging and troubleshooting ability
Experience supporting engineers on technical products
Experience with CI/CD, infrastructure, or developer tooling
Experience using AI to automate support processes
Soft Skills
High energy and ability to manage high volume of interactions
Ownership mindset and proactive approach
Must be based in New York City and able to work onsite 5 days per week (Flatiron)
What Success Looks Like
Build scalable support systems
Resolve complex issues efficiently
Improve customer experience
Drive product improvements through feedback
Implement automation to reduce manual work
#J-18808-Ljbffr