SENIOR PRODUCT SUPPORT ENGINEER

Overview

The Senior Product Support Engineer is a senior-level technical expert within the Customer Success team at SOCi. This role is responsible for isolating, troubleshooting, and resolving complex and escalated customer issues—from intricate product bugs to multi-system integration failures—while acting as a critical liaison between customer-facing teams and Engineering. Operating in a fast-paced environment, the role dives into backend systems, APIs, and databases (including SQL) to conduct root cause analyses, drive long-term solutions, and implement scalable improvements. The role collaborates cross-functionally with Product and Engineering to influence product and process improvements and proactively identify patterns to reduce future escalations.

Additionally, the Senior Product Support Engineer supports the broader Support team by sharing knowledge, providing mentoring and guidance, and raising the overall bar for technical excellence. Exceptional proble...