Senior Support Engineer | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

About the Role

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, and knowledge treated as infrastructure. We expect Senior Support Engineers to embody these principles in how they work and to raise the bar for the engineers around them.

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: Take ownership of escalations that require structured RCA, isolating issues to specific services, workflows, or data states. You are comfortable resolving highly complex issues in familiar systems and medium complexity issues in unfamiliar ones, and you can articulate the why, not just the what.
• Read the source: Read C# and the broader .NET stack well enough to follow application logic, trace through a method, and pinpoint where behaviour diverges from expectation. You are not expected to ship production code, but you are expected to understand it.
• Write safe, considered SQL: Diagnose data-layer issues by writing and reviewing SQL against production-shaped data. Design safe remediation plans, anticipate downstream implications, and create reusable stored procedures for recurring intervention patterns.
• Make sound production access decisions: Operate within our production safety guardrails, evaluate trade-offs on higher-risk interventions, and review remediation plans before they execute. You model the behaviour you want to see across the function.
• Investigate and reproduce defects across the platform: Use logs, telemetry, API behaviour, and environment replication to confirm whether something is a bug, a misconfiguration, or a workflow issue, and document your findings so an engineer can act on them.
• Monitor and respond to production alerts, looping in additional engineers and stakeholders as needed.
• Create well-scoped tickets: When a confirmed bug or product gap warrants engineering attention, you write the ticket. A clear problem statement, reproduction steps, affected scope, and enough context that an engineer can pick it up and begin work.
• Lead technical investigations during incidents: Act as a trusted contributor during moderate to high severity incidents, establishing timelines, synthesising signal, and where appropriate mitigating independently when Engineering is unavailable.
• Uplift escalation quality across tiers: Review and feed back on tickets from T2, raise the bar for investigative clarity, and surface recurring themes with structured evidence so they can be addressed systemically rather than case by case.
• Build reusable automation and tooling: Identify repetitive investigation or remediation work and replace it with scripts, stored procedures, or lightweight tooling. Reduce the team's reactive load over time.
• Mentor peers and the broader Support function: Mentor T2 engineers and your T3 peers, share what you learn, and contribute to team-level standards. You raise the technical bar by example and through coaching, not just by being good at your own work.
• Communicate complex issues clearly to customers and internal stakeholders: Confidently lead live troubleshooting calls when required, write clear customer-facing updates, and translate technical complexity into messaging that lands with the audience in the room.
• Use AI as an accelerator of judgment: Apply AI tooling to refine investigative approaches, validate hypotheses, detect patterns across case data, and improve documentation. AI is an accelerator of your expertise, not a substitute for it.

About You

• You have 5+ years of experience in technical support engineering, application support, or a closely related role in B2B SaaS, with meaningful time spent at the deepest tier of investigation.
• You write SQL confidently and safely. You can read execution plans well enough to know when a query is dangerous, you understand the difference between a SELECT and a destructive operation in a production context, and you have written stored procedures or similar reusable data-layer artefacts.
• You can read C# and .NET code. You do not need to be a working developer, but you can follow application logic in a code base, understand class structure and control flow, and identify where behaviour likely originates.
• You investigate with structure. You apply repeatable RCA techniques rather than guessing, and you can articulate your reasoning at each step.
• You write with precision. Your bug reports have enough detail for an engineer to act, and your customer communications are clear without being verbose.
• You think in systems. When you see a recurring issue, you ask why it keeps happening, not just how to close the next case.
• You manage your own queue without needing someone to chase you. Cases are progressed, customers are updated, and nothing sits stale.
• You handle difficult customer conversations calmly and professionally, including incidents where a defect has caused significant operational impact.
• You mentor naturally. You do not hoard knowledge, you do not gatekeep, and you understand that lifting the people around you is part of the senior role.
• You are genuinely curious about how software works and motivated by the puzzle of figuring out what went wrong.

Bonus points if you have:

• Experience in the accounting, tax, or professional services industry.
• Familiarity with practice management software, workflow tools, or CRM platforms.
• Hands-on experience with Microsoft SQL Server and writing or reviewing stored procedures.
• Have experience with Datadog, Elastic, or similar logging tools.
• Experience using Azure tooling (Application Insights, Log Analytics, Kusto/KQL, Service Bus, or similar) for investigation.
• Experience with Salesforce as a case management tool and Linear as an issue tracker.
• Hands-on experience triaging issues involving email integrations (Microsoft 365 or Exchange), OAuth, or third-party API integrations.
• Light scripting or development background (PowerShell, Python, C#) used for support automation or tooling.
• Experience at a high-growth SaaS company where processes were still being built.

Why work at Karbon?

• Gain global experience across Australia, New Zealand, UK, and Canada
• Strong benefits package including:
• 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 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, invests in development and provides consistent feedback
• Be part of a fast-growing company that firmly believes in promoting high performers from within

Expert Career Tips for Senior Support Engineer Roles

To succeed in a competitive market as a Senior Support Engineer, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Senior Support Engineer requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Senior Support Engineer position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.