{"schemaVersion":"jobsearcher.job.v1","id":"84ea56a1661e65d0f7ce2489","url":"https://jobsearcher.com/jobs/84ea56a1661e65d0f7ce2489","canonicalUrl":"https://jobsearcher.com/jobs/84ea56a1661e65d0f7ce2489","title":"Senior Technical Support Engineer","description":"Senior Technical Support EngineerDo you thrive in a startup vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you! We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential. This business unit is unique, and we certainly aren't afraid to stand out from the crowd and tackle the bigger competitors.\r\nAs a Senior Technical Support Engineer, you will focus on in-depth problem analysis of the company's products and its integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and resolve technical issues, while prioritizing and performing tasks with effective use of team resources and managing the quality of your own work.\r\nYour goal is to deliver industry-leading technical support to customers via chat, email, or phone, resulting in high customer satisfaction and well-documented resolutions.\r\nNow, let's get to the details.\r\nAnswer complex-level incoming customer support requests in a fast-paced environment.\r\nAssist customers with issues ranging from product training to troubleshooting.\r\nMentor new hires, assist junior team members with any projects assigned, determine initiatives, and identify potential issues.\r\nUnderstand customer requirements and make recommendations based on best practices and ideal configurations. Proactively identify the best approach for retaining business based on the client's situation and de-escalates potential escalations.\r\nTake ownership while working independently answering product questions and providing moderately complex technical support. Validate/identify potential bugs to be reported.\r\nPerformance is primarily measured through CSAT Scores/customer feedback, Knowledge Center System usage, as well as schedule adherence, contributions to the team, mentorship to new engineers, and other Key Performance Indicators.\r\nCase Documentation: Follow department protocol regarding case management and record details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Descriptions, Internal Notes, etc. into the ticketing system accurately.\r\nKnowledge Center System [Validator] - Work closely with contributors and auditors to collaborate on KCS assignments. You serve as the primary line of defense to safeguard the overall health of the knowledge base. You are responsible for publishing articles internally and externally after validating they are technically accurate and meet content guidelines. Additional responsibilities include: searching and reusing content when available and creating new knowledge articles when required, attaching content from multiple sources to cases as a resolution while ensuring the information referenced in the case is accurate and up to date and contributing to maintaining the information current across multiple platforms and content channels.\r\nYour Superhero Uniform Includes:\r\nBachelor's Degree or equivalent experience preferred.\r\n4 + years in a support role within the service industry.\r\nExpertise in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.\r\nDeep knowledge of the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.\r\nKnowledge of Single Sign On (SSO) and server administration skills.\r\nThe following skills are preferred:\r\nAbility to setup and troubleshoot Storage Zone Controllers, SSO, and Load balancers with little guidance from documentation.\r\nStrong Knowledge of Windows Server roles and features, IIS, AD, DNS and File Servers.\r\nStrong knowledge of load balancing technologies (NetScaler preferred) and NAS devices.\r\nStrong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).\r\nBasic SQL Knowledge with the ability to use already created queries to gather data from the database.\r\nGood command of workflow automation and ability to troubleshoot complex workflows\r\nKnowledge in JavaScript, Python, and PHP, API calls.\r\nAbility to analyze complex logs and Conditional Calculations.\r\nAbility to create and use API calls using Postman or other tools.\r\nStrong knowledge of troubleshooting web application issues\r\nStrong knowledge about Security Certificates\r\nYour Superhero Strengths Include:\r\nGreat verbal and written communication skills.\r\nExcellent skills to listen, assess, determine, and communicate corrective measures.\r\nEnglish-speaking proficiency is required, bilingual skills a plus.\r\nCustomer focused – Our goal is to deliver a world class customer experience in a fast paced, changing environment. What we do revolves around the customer!\r\nAbility to de-escalate customers in challenging circumstances.\r\nUses critical thinking, troubleshooting and solving complex problems in a fast-paced, changing environment while also mentoring junior team members.\r\nExpertise in a data-driven, metrics-oriented environment.\r\nWorks to achieve operational targets with significant impact on departmental results.\r\nHas a keen interest in Software-as-a-Service (SaaS).\r\nHas a Growth Mindset and is willing to help and mentor colleagues\r\nCloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.","company":"Cloud Software Group","rawCompany":"cloud software group","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-08-09T01:25:28.334Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Technical Support Engineer","description":"Senior Technical Support EngineerDo you thrive in a startup vibe? Were you built for a small, nimble, and dynamic team that's ready to win? If you answered yes, we want to talk to you! We are now going back to our roots as a standalone business unit to focus on our SaaS business—an area where we see growth potential. This business unit is unique, and we certainly aren't afraid to stand out from the crowd and tackle the bigger competitors.\r\nAs a Senior Technical Support Engineer, you will focus on in-depth problem analysis of the company's products and its integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and resolve technical issues, while prioritizing and performing tasks with effective use of team resources and managing the quality of your own work.\r\nYour goal is to deliver industry-leading technical support to customers via chat, email, or phone, resulting in high customer satisfaction and well-documented resolutions.\r\nNow, let's get to the details.\r\nAnswer complex-level incoming customer support requests in a fast-paced environment.\r\nAssist customers with issues ranging from product training to troubleshooting.\r\nMentor new hires, assist junior team members with any projects assigned, determine initiatives, and identify potential issues.\r\nUnderstand customer requirements and make recommendations based on best practices and ideal configurations. Proactively identify the best approach for retaining business based on the client's situation and de-escalates potential escalations.\r\nTake ownership while working independently answering product questions and providing moderately complex technical support. Validate/identify potential bugs to be reported.\r\nPerformance is primarily measured through CSAT Scores/customer feedback, Knowledge Center System usage, as well as schedule adherence, contributions to the team, mentorship to new engineers, and other Key Performance Indicators.\r\nCase Documentation: Follow department protocol regarding case management and record details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Descriptions, Internal Notes, etc. into the ticketing system accurately.\r\nKnowledge Center System [Validator] - Work closely with contributors and auditors to collaborate on KCS assignments. You serve as the primary line of defense to safeguard the overall health of the knowledge base. You are responsible for publishing articles internally and externally after validating they are technically accurate and meet content guidelines. Additional responsibilities include: searching and reusing content when available and creating new knowledge articles when required, attaching content from multiple sources to cases as a resolution while ensuring the information referenced in the case is accurate and up to date and contributing to maintaining the information current across multiple platforms and content channels.\r\nYour Superhero Uniform Includes:\r\nBachelor's Degree or equivalent experience preferred.\r\n4 + years in a support role within the service industry.\r\nExpertise in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.\r\nDeep knowledge of the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.\r\nKnowledge of Single Sign On (SSO) and server administration skills.\r\nThe following skills are preferred:\r\nAbility to setup and troubleshoot Storage Zone Controllers, SSO, and Load balancers with little guidance from documentation.\r\nStrong Knowledge of Windows Server roles and features, IIS, AD, DNS and File Servers.\r\nStrong knowledge of load balancing technologies (NetScaler preferred) and NAS devices.\r\nStrong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).\r\nBasic SQL Knowledge with the ability to use already created queries to gather data from the database.\r\nGood command of workflow automation and ability to troubleshoot complex workflows\r\nKnowledge in JavaScript, Python, and PHP, API calls.\r\nAbility to analyze complex logs and Conditional Calculations.\r\nAbility to create and use API calls using Postman or other tools.\r\nStrong knowledge of troubleshooting web application issues\r\nStrong knowledge about Security Certificates\r\nYour Superhero Strengths Include:\r\nGreat verbal and written communication skills.\r\nExcellent skills to listen, assess, determine, and communicate corrective measures.\r\nEnglish-speaking proficiency is required, bilingual skills a plus.\r\nCustomer focused – Our goal is to deliver a world class customer experience in a fast paced, changing environment. What we do revolves around the customer!\r\nAbility to de-escalate customers in challenging circumstances.\r\nUses critical thinking, troubleshooting and solving complex problems in a fast-paced, changing environment while also mentoring junior team members.\r\nExpertise in a data-driven, metrics-oriented environment.\r\nWorks to achieve operational targets with significant impact on departmental results.\r\nHas a keen interest in Software-as-a-Service (SaaS).\r\nHas a Growth Mindset and is willing to help and mentor colleagues\r\nCloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status, and other protected classifications.","datePosted":"2026-08-09T01:25:28.334Z","dateModified":"2026-08-09T01:25:28.334Z","hiringOrganization":{"@type":"Organization","name":"Cloud Software Group","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"84ea56a1661e65d0f7ce2489"},"url":"https://jobsearcher.com/jobs/84ea56a1661e65d0f7ce2489"}}