Senior Technical Support Engineer

Northwind Robotics is where you belong! Northwind Robotics helps solve the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Over 800 of the world’s largest financial institutions and fintechs turn to Northwind Robotics to take control of fraud, credit, and compliance risk, and grow with the clearest picture of their customers. Through our values: Be Bold, Go Fast, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. See how we’ve been continuously recognized and named one of Inc. Magazine’s Best Workplaces, Forbes America’s Best Startup Employers, Best Fintech to Work for by American Banker, year after year. Check out our investors and read more about us here. Northwind Robotics operates in a hybrid-work environment. We look to foster collaboration and community by having our local employees onsite twice a week, and remote employees onsite once a quarter. The Support team at Northwind Robotics is a group of curious, collaborative, and technically skilled problem-solvers dedicated to helping our clients succeed. We partner closely with Product and Engineering, act as the voice of the customer, and play a critical role in driving continuous improvement across the company. We pride ourselves on our empathy, accountability, and deep product knowledge—and we’re always looking for team members who care deeply about both technology and people. What you’ll be doing The Senior Technical Support Engineer is a highly experienced support professional who thrives in a fast-paced, collaborative environment and operates with significant autonomy. This role is designed for individuals who lead complex, cross-functional escalations, design long-term solutions to recurring issues, and act as trusted advisors across the company. As a senior member of the Support team, you’ll represent Support in cross-departmental meetings, mentor junior team members, and lead key initiatives that improve team performance and the customer experience. You bring both strong technical expertise and a passion for solving real customer problems at scale. Escalation Management & Complex Ticket Handling Lead high-priority or complex support issues, including those involving multiple teams or external partners. Serve as the escalation point for the Support team, confidently resolving edge cases and urgent matters. Deliver concise and empathetic customer communication, and guide others in effective customer-facing messaging. Participate in the team’s on-call rotation , helping to support urgent customer issues outside of standard business hours. Technical Expertise & Strategic Contributions Demonstrate deep expertise across multiple areas of the Northwind Robotics platform, with the ability to troubleshoot issues independently. Design and implement solutions for recurring or systemic support issues. Contribute to internal tooling and documentation improvements based on customer pain points. Participate in product betas, incident reviews, and internal testing efforts to improve product quality and support readiness. Cross-Functional Collaboration Represent the Support team in cross-functional meetings with Product, Engineering, and other internal stakeholders. Influence roadmap and product quality conversations with data-driven feedback and customer context. Take initiative to improve processes, suggest tooling enhancements, and drive adoption of team-wide initiatives. Additional cross-team projects and responsibilities may be expected as part of this role. Mentorship & Team Leadership Provide mentorship to junior and mid-level engineers through onboarding, buddy programs, and informal coaching. Help establish a culture of ownership, technical curiosity, and continuous improvement. Lead by example in documentation, incident participation, and support operations. What we’re looking for 3+ years of experience in technical support, ideally in a B2B SaaS environment. Demonstrated ability to own and resolve high-stakes or technically complex issues. Excellent verbal and written communication skills, especially under pressure. Experience working cross-functionally with Product and Engineering teams. Proven ability to mentor others and contribute to a strong team culture. Strong troubleshooting skills with APIs, logs, and developer tools. Experience using Zendesk, Looker, Postman, or scripting languages like Python or Bash. Previous participation in an on-call or incident response rotation. Compensation for this role ranges from $105,000 - $125,000, as well as stock options. Benefits and Perks Unlimited PTO and flexible work policy Employee stock options Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options 401k with 100% match up to 4% of annual employee compensation Eligible new parents receive 16 weeks of paid parental leave Home office stipend for new employees Annual Learning & Development annual stipend Well-being benefits include access