Senior Technical Support Engineer

This is a Fully Remote Job About Our Client: The organization operates in the enterprise software support sector, focusing on resolving complex technical issues related to databases, APIs, cloud platforms, ERP integrations, and infrastructure components. It addresses challenges faced by customers in integrating and maintaining critical business systems, with a focus on ensuring high-quality product functionality and customer success. About the Opportunity: The SENIOR TECHNICAL SUPPORT ENGINEER - WEST COAST role is responsible for managing complex customer issues from assignment through resolution, acting as the primary contact for high-priority and escalated cases. This position drives root cause analysis, leads technical investigations during critical incidents, and collaborates with multiple internal teams to improve product quality and customer experience. The role is crucial in maintaining customer trust and ensuring timely resolution of technical challenges. Responsibilities: Own complex customer issues through to resolution, including executive-level escalation calls and meetings.Troubleshoot technical issues across databases, APIs, cloud platforms, ERP systems, authentication, security, and infrastructure.Support product functionality and configuration issues; analyze transaction flows involving multiple systems.Lead technical investigations during critical incidents and coordinate cross-functional resources.Collaborate with Product Management, Development, and QA to document defects, validate fixes, and recommend enhancements.Create and maintain knowledge base content and troubleshooting procedures using Knowledge-Centered Service (KCS) practices.Mentor junior team members and lead process improvement initiatives. Requirements: Minimum 5 years of enterprise software support experience in customer-facing roles with complex escalations.Expertise in multiple technologies such as SQL Server, Oracle, PostgreSQL, Linux/Unix, networking protocols, REST/SOAP APIs, Java, authentication protocols, cloud technologies, or application architecture.Experience troubleshooting ERP, eCommerce, and third-party integrations including SAP, Oracle ERP, NetSuite, Microsoft Dynamics, or Workday.Proven ability to perform root cause analysis and lead resolution efforts for high-visibility incidents.Strong communication skills to lead technical discussions with diverse audiences including executives.Ability to develop and maintain technical documentation within a KCS or similar framework.Bachelor's degree in a relevant field or equivalent professional experience. Pay Range and Compensation Package: US Base Salary Range: $86,600.00 - $112,500.00 Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.