Senior Integrations Support Engineer

What you’ll do:

• Own the support experience for our most complex integration tickets, setting the quality bar, and coaching the team on troubleshooting best practices
• Serve as a primary escalation point for the integrations support squad, participating in on-call and acting as the incident commander who drives complex issues to resolution
• Lead root cause analysis and technical debugging for production issues across our integrations platform by diving into application logs, troubleshooting REST and GraphQL APIs, and investigating cloud infrastructure issues across environments

How to be successful:

• Have 5+ years of technical support experience in software engineering, with at least 2+ years supporting enterprise customers through complex integrations, authentication issues, or platform-level troubleshooting
• Have strong engineering fundamentals, including experience in modern frameworks and tooling (TypeScript, React, Node.js)
• Have experience building and maintaining robust systems at scale. You should be comfortable thinking about growth, reliability, and supporting systems that can handle increasing complexity.

Additional Skills:

• Have hands-on experience with cloud platforms (AWS, GCP, Azure), integrations, and SaaS application architecture, including familiarity with task management/version control platforms (Jira, GitHub, Linear), monitoring tools (Datadog), and ticketing systems (Intercom, Zendesk)
• Be equipped with strong technical communication skills; you can explain complex technical issues clearly to both engineering teams and non-technical stakeholders
• Have an automation and tooling mindset with the proven ability to identify manual processes and build scalable automation solutions that reduce operational burden.