The posting
The Senior Product Support Engineer is a highly skilled, 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 - ranging 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 Senior Product Support Engineer dives into backend systems, APIs, and databases (including SQL) to conduct root cause analyses, drive long-term solutions, and implement scalable solutions. This role works cross-functionally with Product and Engineering teams to influence improvements in both the product and internal processes, while proactively identifying patterns that 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 problem solving skills, strong communication, and the ability to manage high-pressure customer interactions with professionalism are essential to success in this role.
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
- Investigate and resolve highly complex customer issues escalated from Tier 1 and Tier 2 Support teams, including troubleshooting advanced support cases such as Facebook API errors, publishing failures with emerging root causes, and reporting discrepancies - all while delivering exceptional customer service.
- Directly interact with customers to isolate and understand issues; and collaborate with Engineering, Product, and DevOps teams to resolve complex incidents and drive product improvements.
- Analyze data from SQL databases to support issue investigations and identify root causes.
- Debug and troubleshoot issues related to SOCi APIs, integrations, and backend services.
- Proactively identify patterns in product quality, systemic issues, or feature gaps, and provide actionable recommendations to improve code, test coverage, or processes in partnership with Product teams.
- Coach and mentor junior Customer Support teammates on advanced troubleshooting techniques and deep product behavior understanding.
- Reproduce and document bugs with clarity for Engineering handoff, including logs, reproduction steps, and severity assessments.
- Maintain detailed records of investigations and resolutions in our case management tools (e.g., Zendesk, Salesforce).
- Write technical knowledge base articles, internal documentation, and runbooks for Tier 1 and Tier 2 enablement.
- Participate in the on-call rotation for critical incidents and weekend support coverage as needed.
- Contribute to team projects, tooling improvements, and automation initiatives that improve the support experience and scalability.
- Be willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
- 3–5 years of technical support experience, ideally in a SaaS environment with enterprise-level customers.
- Proven experience writing and executing SQL queries to analyze, troubleshoot, and validate data.
- Familiarity with RESTful APIs: able to make API calls (e.g., via Postman), analyze responses, and debug integration issues.
- Strong troubleshooting methodology and analytical thinking skills. You can break down vague problems into actionable next steps.
- Experience debugging web applications or working with front-end and back-end technologies is a strong plus.
- Comfortable reading system logs, browser dev tools, and API traffic to identify issues.
- Excellent communication skills, especially when translating technical details for a non-technical audience.
- Strong collaboration skills – you work well across teams and can advocate for both customers and internal stakeholders.
- Self-motivated, highly organized, and able to manage competing priorities in a fast-paced environment.
- Prior experience with support tools like Jira, Salesforce, Zendesk, and monitoring tools (e.g., Datadog, Sentry) is preferred.
- Ability to thrive in ambiguity and take ownership of complex challenges.
- Familiarity with social media platforms, listings management, or local SEO tools.
- Experience with scripting or automation (Python, Bash, or similar).
- Exposure to CI/CD pipelines and deployment workflows.
- Understanding of authentication protocols (OAuth, JWT, etc.).
