Senior Technical Support Engineer

About the Role

We are looking for a Senior Technical Support Engineer to provide enterprise-level assistance to internal teams. In this role, you will diagnose and troubleshoot software, hardware, and network issues across diverse platforms, perform root-cause analysis, and guide employees through resolution steps. You will triage and prioritize incoming requests, maintain SLAs, and escalate complex incidents to engineering while ensuring clear, timely communication. You will document fixes, create knowledge base articles, and recommend process improvements to reduce repeat issues. You will participate in on-call rotations, monitor system health, and proactively address emerging problems. Strong problem-solving skills, stakeholder empathy, and experience with ticketing systems, remote support tools, and enterprise applications are essential. 

For Massachusetts Only - The estimated annual salary for this position is between $89,000 - $99,000 annually...