Technical Analyst providing technical/customer support in a hybrid environment. Handling multi - tasking responsibilities while ensuring timely service delivery in a global organization.
About the role
- Senior Technical Support Engineer solving high-stakes problems across Aplos, Raisely, and Keela. Leading escalations and serving as the bridge between support and engineering teams at Velora.
Responsibilities
- Serve as incident lead for high-severity, customer-impacting issues; run blameless post-mortems and define corrective actions
- Act as technical owner for a product area with defined SLAs and proactive health checks
- Lead technical communications during incidents; set expectations and provide timely updates until resolution
- Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster
- Build dashboards and saved searches across logs, product analytics and tickets to detect regressions early
- Drive creation and upkeep of internal runbooks, decision trees, and troubleshooting guides; keep them updated
- Serve as a bridge between TSE, Engineering, and Product — translating customer pain into prioritized fixes
Requirements
- 5–7 years supporting SaaS products with a proven track record of leading complex escalations and owning high-priority accounts
- Bachelor's in Computer Science, Engineering, or a related field — or equivalent hands-on experience
- Can read code diffs across multiple languages and narrow likely failure points; comfortable collaborating with engineers
- Expert with SQL — filters, joins, aggregations, subqueries — and confident using production-safe replicas to validate data integrity
- Proficient with session replay tools (e.g., LogRocket, FullStory), logging/metrics platforms (e.g., Sumo Logic, Splunk, Sentry), and API clients (e.g., Postman)
- Uses Git to review release notes and PRs; contributes doc and runbook improvements via pull requests
- Builds lightweight tools or scripts to reproduce issues, parse logs, and generate diagnostics for faster resolution
- Confident coordinating multi-team incident response; defines clear roles and maintains customer trust under pressure
Benefits
- Salary – $105,000 - $110,000
- Paid Time Off – 4 weeks paid leave plus 11 public holidays and extra 2-week company holiday
- Health Coverage & Retirement – robust medical, dental, vision, disability and life insurance with 4% match on Retirement
- Training – support for learning new skills or course tickets
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