Sr. Support Engineer

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

Craft Competencies

Career Path

Requirements