Acoustic

Compensation

Full Description

The Senior Support Engineer plays a critical role in triaging and resolving complex customer incidents, contributing to process improvement, and mentoring junior engineers. This role requires deep technical expertise, a strong understanding of SaaS marketing technologies, and a passion for customer success. Key Responsibilities Lead troubleshooting and root cause analysis for high-complexity customer incidents. Create, document, and consistently follow established support processes. Design and maintain support plans, ensuring team alignment and communication. Write mid-level complexity code to resolve issues and perform moderate testing/debugging. Recommend design improvements based on client needs and system dependencies. Collaborate cross-functionally to deliver exceptional customer service and drive innovation. Act as a resource for junior engineers and contribute to team development. Maintain a solid understanding of Acoustic’s product portfolio and support tools. Core Competencies Technology & Innovation: Competent with current technologies and exploring new trends in SaaS marketing. Product & Industry Knowledge: Deep understanding of Acoustic products and ability to quickly triage incidents. Agility & Adaptability: Confident with Scrum and proactive in identifying and resolving ambiguity. Teamwork & Passion: Works collaboratively, contributes to team culture, and celebrates success. Rapid Innovation: Curious, embraces change, and seeks continuous improvement. Trust & Security: Committed to data privacy and process integrity. Customer Delight: Strives to exceed customer expectations and improve service delivery. Respect for All: Communicates with empathy, values diverse perspectives, and fosters inclusivity. Craft Competencies Advanced problem diagnosis and documentation. Solid understanding of hardware, software, network, and system components. Proficiency in support tools and platforms. Ability to design support plans and gain team consensus. Coding fluency in relevant programming languages. Understanding and enhancement of software design. Career Path Most common promotion path: Principal Support Engineer Alternative paths: Software Engineer, Manager of Engineering Support Proven experience in technical support or engineering roles. Strong troubleshooting and analytical skills. Familiarity with SaaS platforms and Agile methodologies. Excellent communication and collaboration abilities. Ability to work independently with minimal supervision.