[Hiring] Senior Support Engineer @Karbon

Role Description

As a Senior Support Engineer at Karbon, you sit at the deepest tier of our engineering support function. You are the last line of investigation before an issue reaches a product engineering team, and you take genuine ownership of the cases that reach you. Your work is a mix of deep technical diagnostic, production data operations, and clear cross-functional communication.

Our T3 function operates on a few core principles:

• Quality of investigation over reactive throughput
• Durable fixes over repetitive patches
• Safe production access with strong governance
• Knowledge treated as infrastructure

This role works roughly US Pacific hours to provide coverage for our North American customer base and is only open to candidates located in Pacific Time Zone.

As a Senior Support Engineer, you will:

• Lead root cause analysis on highly complex issues.
• Read the source: Read C# and the broader .NET stack well enough to follow application logic.
• Write safe, considered SQL: Diagnose data-layer issues by writing and reviewing SQL.
• Make sound production access decisions.
• Investigate and reproduce defects across the platform.
• Monitor and respond to production alerts.
• Create well-scoped tickets for confirmed bugs or product gaps.
• Lead technical investigations during incidents.
• Uplift escalation quality across tiers.
• Build reusable automation and tooling.
• Mentor peers and the broader Support function.
• Communicate complex issues clearly to customers and internal stakeholders.
• Use AI as an accelerator of judgment.

Qualifications

• 5+ years of experience in technical support engineering, application support, or a closely related role in B2B SaaS.
• Confidently write SQL and understand execution plans.
• Read C# and .NET code.
• Investigate with structure using repeatable RCA techniques.
• Write with precision in bug reports and customer communications.
• Think in systems and manage your own queue effectively.
• Handle difficult customer conversations calmly and professionally.
• Mentor naturally and share knowledge.
• Genuinely curious about how software works.

Requirements

• Experience in the accounting, tax, or professional services industry (bonus).
• Familiarity with practice management software, workflow tools, or CRM platforms (bonus).
• Hands-on experience with Microsoft SQL Server and writing or reviewing stored procedures (bonus).
• Experience with Datadog, Elastic, or similar logging tools (bonus).
• Experience using Azure tooling for investigation (bonus).
• Experience with Salesforce as a case management tool and Linear as an issue tracker (bonus).
• Hands-on experience triaging issues involving email integrations (bonus).
• Light scripting or development background (bonus).
• Experience at a high-growth SaaS company (bonus).

Benefits

• Gain global experience across Australia, New Zealand, UK, and Canada.
• Flexible Time Off with an encouraged 4 weeks use per year.
• Company paid medical for you and eligible spouse/partner and dependents.
• Paid dental and vision for you and eligible spouse/partner and dependents.
• 401(k) with company matching.
• Flexible Spending Account.
• Up to 8 weeks paid parental leave.
• Work-from-home stipend.
• Work with (and learn from) an experienced, high-performing team.
• A collaborative, team-oriented culture that embraces diversity.
• Be part of a fast-growing company that promotes high performers from within.