Senior, Technical Support Engineer

Senior Technical Support Engineer – Epsilon

Report directly to the Vice President, Software Engineering. As a Technical Support Engineer, you will provide technical support, design innovative solutions, drive innovation and resolve customer‑impacting technical issues. You will collaborate with multiple technical teams to prototype and implement new ideas, participate in high‑priority client calls as a technical liaison, and serve as a subject matter expert or facilitator as needed.

What You’ll Achieve

• Handle support requests that our Client Operations team cannot resolve.
• Triage support cases to resolve them or escape them to our development team.
• Ensure compliance with support SLAs for each customer.
• Monitor the number of open cases and propose long‑term improvements.
• Identify and assist in developing enhancement opportunities and standard processes across the enterprise through innovation, automation, and...