Senior Technical Support Engineer

3 Hours ago • 3 Years + • $66,810 PA - $78,600 PA

Software Development & Engineering

Job Description

As a Senior Technical Support Engineer, you will resolve complex customer issues, improve internal processes, and influence product changes. You'll troubleshoot problems, including API debugging for developers, and guide customers with clarity and empathy. This role involves close collaboration with product and engineering teams to triage issues, analyze trends, and provide insights for product improvements. You will also support initiatives to enhance technical knowledge across the Customer Operations team.

Good To Have:

Familiarity with Web technology (e.g. HTML, JavaScript, CSS, XML, PHP).
Familiarity with Platform/developer technology (e.g. API, SDK).
Familiarity with Logging technology (e.g. Splunk).

Must Have:

Help solve toughest product issues, from debugging API problems to troubleshooting complex customer challenges.
Meet customers at their most frustrated moments and guide them to a resolution with clarity and empathy.
Improve the way we track and address technical issues by refining processes, systems, and collaboration.
Communicate clearly and adaptively in every situation.
Take an active role in shaping team and company priorities, contributing to projects that drive meaningful improvements.
3+ years of experience solving technical issues for customers.
2+ years supporting developers using an API.
Demonstrated experience building and owning relationships with internal or external collaborators across different disciplines.
Proven ability to take initiative on projects that grow or improve work at a functional, team, or business level, owning execution and accountability.
SaaS experience.
Proficient understanding of Salesforce.
Ability to communicate written and orally in English at the B2+ level.

Perks:

Bonuses and commissions may be offered
Competitive benefits package including medical, dental, vision, life, and disability insurance
401(k) retirement plan
Flexible spending & health savings account
Paid holidays
Paid time off
Employee assistance program
CHOICE Fund to help employees thrive in work and life
Flexible, hybrid environment

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What we’re looking for

As a member of the Technical Support Engineering team, you'll tackle some of the most complex challenges impacting SurveyMonkey’s customers. Your expertise in troubleshooting, customer-centric approach, and data-driven problem-solving will help resolve individual customer issues, improve internal processes, and influence product changes. You'll collaborate closely with product and engineering teams to triage issues, analyze trends in product quality, and provide insights that drive improvements. Additionally, you’ll work directly with customers (including developers using our API) while also supporting initiatives that enhance troubleshooting skills and technical knowledge across the global Customer Operations team.

What you’ll be working on

Helping to solve some of our toughest product issues, from debugging problems faced by developers using our API to troubleshooting complex customer challenges. Meeting customers at their most frustrated moments and guiding them to a resolution with clarity and empathy.
Improving the way we track and address technical issues by refining processes, systems, and collaboration with other teams.
Communicating clearly and adaptively in every situation. Whether it’s providing customers with helpful context, sharing detailed reproduction steps with product and engineering, or keeping the team informed during outages.
Taking an active role in shaping team and company priorities, contributing to projects that drive meaningful improvements.

We’d love to hear from people with

3+ years of experience solving technical issues for customers.
2+ years supporting developers using an API.
Demonstrated experience building and owning relationships with internal or external collaborators across different disciplines.
Proven ability to take initiative on projects that grow or improve work at a functional, team, or business level, owning execution and accountability.
SaaS experience.
Proficient understanding of Salesforce.
Ability to communicate written and orally in English at the B2+ level.
Preferred Qualifications - Familiarity with one or more of the following:
Web technology (e.g. HTML, JavaScript, CSS, XML, PHP).
Platform/developer technology (e.g. API, SDK).
Logging technology (e.g. Splunk).