Senior Engineering Support Specialist

The Senior Engineering Support Specialist is a highly skilled and hands-on technical expert responsible for ensuring the stability, usability, and continuous improvement of the organization’s proprietary systems and applications. This role serves as a central point of contact for escalated technical issues and plays a key role in bridging the gap between customer-facing teams, engineering, and product management. The individual in this position leads the triage and investigation of complex problems using a variety of tools, including API clients, browser developer tools, and system logs, to replicate and isolate issues. This role is expected to manage incoming support requests, assess severity and impact, and take ownership of incidents through resolution or appropriate escalation.

In addition to technical investigation, the Senior Engineering Support Specialist is deeply involved in defining and refining internal support processes. This position is responsible for developing standardized workflows for issue intake, tracking, prioritization, and resolution. This includes leading backlog reviews, organizing daily standups for issue triage, and ensuring that support activities are visible, measurable, and aligned across all stakeholders. This role’s deep familiarity with internal systems allows them to identify recurring patterns in technical issues and proactively collaborate with engineering teams to address root causes. This often results in the creation and maintenance of a prioritized backlog of product and monitoring improvements aimed at reducing incident frequency and severity.

The role also includes a strong focus on systems thinking and process improvement. The Senior Engineering Support Specialist is expected to continuously evaluate and enhance existing documentation, playbooks, and troubleshooting guides, while also contributing to the development of internal tools that improve system observability and diagnostic capabilities. This position works closely with engineering to enhance alerting, monitoring, and debugging processes, helping to identify and address gaps in system performance before issues escalate. Through frequent collaboration with product teams, this role helps translate technical findings into actionable feedback that informs future feature development and system design improvements.

A critical component of this role is clear and effective communication. The Senior Engineering Support Specialist must ensure that all stakeholders technical and non-technical are consistently informed of issue status, timelines, risks, and resolutions. This position plays a key role in building trust and accountability across teams by delivering timely updates, writing detailed documentation, and participating in incident retrospectives to ensure that lessons are applied and knowledge is shared.

Success in this role is defined not only by the ability to resolve issues efficiently, but also by the ability to build sustainable systems and processes that scale with the organization. The ideal candidate is a strong problem solver, a collaborative partner, and a strategic thinker who takes ownership of challenges and drives long-term improvements in the technical support function.

Performance Outcomes

Technical Troubleshooting and Incident Management

• Triage and prioritize incoming technical issues based on severity and business impact.
• Replicate, diagnose, and isolate problems using tools such as API clients (e.g., Postman), browser developer tools, and system logs.
• Provide clear documentation of findings before escalating issues to engineering teams.
• Own the end-to-end resolution process for escalated issues, ensuring accuracy and consistency in follow-through.
• Maintain visibility into issue status and provide timely updates to stakeholders.

System Expertise and Cross-Functional Collaboration

• Develop deep knowledge of internal products, platforms, and systems to support informed troubleshooting.
• Act as the technical liaison between customer-facing teams, product managers, and engineers.
• Participate in daily standups, triage meetings, and backlog reviews to ensure alignment across teams.
• Translate technical concepts and issues into clear, actionable items for non-technical stakeholders.
• Contribute to the creation and maintenance of internal knowledge bases and support documentation.
• Work with product teams to ensure that recurring support issues inform future development roadmaps

Process Improvement and Standardization

• Design and implement standardized workflows for issue intake, tracking, escalation, and resolution.
• Identify inefficiencies in existing support practices and recommend scalable improvements.
• Lead recurring review sessions to track open issues and ensure process adherence.
• Document troubleshooting procedures, runbooks, and team playbooks to promote consistency.
• Help define success metrics for support performance, including issue throughput and time-to-resolution.

Monitoring and Tooling Enhancements

•  Contribute to the development of internal tools that improve visibility into system health and reduce time to resolution.
• Participate in incident post-mortems and help establish preventive measures to reduce future occurrences.
• Work with product teams to ensure that recurring support issues inform future development roadmaps.
• Participate in incident post-mortems and help establish preventive measures to reduce future occurrences.

Education, Knowledge, and Experience

• High school diploma or equivalent is required.
• A bachelor’s degree in computer science, Information Systems, or a related technical field is preferred.
• 3–7 years of experience in a technical support, QA, solutions engineering, or software-adjacent role, ideally within a SaaS or custom software environment required.
• Prior experience working closely with software engineering and product teams on issue resolution, incident response, or continuous improvement initiatives.
• Strong understanding of modern web application architecture, including APIs, front-end and back-end systems, and databases.
• Proficiency with investigation and diagnostic tools such as Postman, browser developer tools, Jira, and Confluence.
• Familiarity with system logs, debugging processes, and basic scripting or query skills is a plus.
• Excellent written and verbal communication skills, with the ability to translate complex technical issues for diverse audiences.
• Proven ability to work cross-functionally and manage relationships across technical and non-technical teams.
• Highly analytical and detail-oriented, with strong problem-solving abilities.
• Comfortable working independently and managing competing priorities in a fast-paced environment.
• Adaptable and open to learning new tools, systems, and approaches.
• Demonstrates ownership, initiative, and a continuous improvement mindset.
• Passionate about delivering high-quality solutions and improving the overall support experience.

FLSA Status

Exempt

Physical Requirements/ Work Environment

 The work environment characteristics and physical demands described here are representative of these an employee encounters while preforming the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This role is primarily performed in a standard office setting and may include remote or hybrid work arrangements.
• Regularly required to sit for extended periods and use hands to operate a computer, keyboard, and other standard office equipment.
• Must be able to communicate clearly and effectively through verbal and written means.
• Requires the ability to concentrate, analyze, and manage multiple tasks and priorities in a fast-paced environment.
• The noise level is typically quiet to moderate.
• Occasional travel may be required for team meetings, training sessions, or collaboration activities.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class.  We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.