[Hiring] Senior Technical Support Engineer @Ditto

Role Description

As a Senior Technical Support Engineer, you will serve as a trusted technical advisor and frontline champion for our high profile enterprise customers. Your mission is to ensure that every customer issue is resolved with urgency, accuracy, and empathy, whether that means diving deep into a codebase, reproducing complex technical bugs, or coordinating cross-functional teams to unblock a customer.

• Reproduce, debug, and escalate technical issues in partnership with Engineering and Product.
• Act as a technical expert and initial escalation point for our SDK and Cloud products.
• Work directly with developers to provide guidance and resolve complex issues.
• Respond to live escalations and production incidents, coordinating with internal teams and customer stakeholders.
• Participate in a 24/7 on-call rotation to support critical customer needs.
• Collaborate with Engineering to communicate incident status and contribute to root cause analyses.
• Build tools and automation to improve support workflows and reduce response time.
• Use AI and other tools to create self-service opportunities for routine incidents.
• Advocate for customer needs and influence product improvements based on real-world feedback.
• Continuously sharpen your troubleshooting skills through exposure to challenging technical problems.

Qualifications

• Have 3-5+ years of experience in technical support engineering or software engineering roles.
• Ability to translate complex and ambiguous problem sets into clear hypotheses and solutions.
• Deep experience in at least one relevant subject area like Operating Systems, Cloud Infrastructure, Kubernetes, Networking, Databases, Distributed Systems, etc.
• Bachelor’s degree in Computer Science or similar experience.
• Ability to read/follow code and GitHub commits to understand recent changes.
• Customer-facing soft skills including active listening, customer empathy, and expectation-setting.

Requirements

• Prior experience in a hyper-growth company (nice to have).
• A passion for building support functions and enablement from 0 to 1 (nice to have).
• Track record of building strong relationships with Fortune 500 companies (nice to have).

Benefits

• Competitive salaries and meaningful equity.
• Health, dental, vision, life, and disability insurance (in the US).
• 401(k) and flexible spending accounts (in the US).
• Flexible time off for all employees.
• Access to the Atlanta office for remote workers.