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.