Senior Technical Support Engineer

📋 Description Serve as final technical escalation point for Support with expert troubleshooting. Triage and validate bugs; reproduce issues; route to Engineering with context. Partner with Engineering to master Halcyon Labs’s architecture: workflows and APIs. Build scalable escalation pathways from Customer to Product to Engineering. Develop standards for debugging, handoffs, and SLA signals. Collaborate with Product as voice of the customer; support cross-functional teams. 🎯 Requirements 5–6 years in technical, customer-facing role; 2+ years as escalation point. Experience partnering with Engineering as conduit between teams; enterprise-scale. Strong communication; translate tech concepts for non-technical stakeholders. Deep troubleshooting: REST APIs, GraphQL, OAuth, SSO, webhooks; ERP systems (NetSuite, Oracle, SAP); SQL. Cloud platforms (AWS/Azure/GCP) and Docker/Kubernetes. End-to-end ownership in SLA-sensitive environments; drive improvements. 🎁 Benefits Start-up equity Team building events & happy hours Flexible PTO Apple equipment plus home office budget