Sr. Engineer, Critical Support Team

The Critical Support Team (CST) is a specialized group within the organization dedicated to addressing the most complex, high-impact, and recurring customer issues. Acting as a problem-solving hub, the CST is responsible for thoroughly investigating escalated cases and recurring incidents to deliver sustainable, long-term solutions.

The Senior Engineer, Critical Support is responsible for handling complex, high-priority technical issues that impact customers and require deep technical expertise to resolve. This role is a key part of the Critical Support Team (CST), which specializes in troubleshooting and resolving escalated, high-impact, and recurring issues that extend beyond standard support processes.

This role requires a strong understanding of enterprise ERP software, system architecture, database performance, and application troubleshooting to diagnose and fix technical problems efficiently. The Senior Engineer plays a critical role in problem resolution, root cause analysis, and collaboration with Engineering and Product teams to drive systemic improvements in product stability and customer satisfaction.

Beyond troubleshooting, the Senior Engineer, Critical Support acts as a bridge between Support, Engineering, and Product teams, ensuring that customer concerns are properly escalated and addressed. The role also involves contributing to knowledge-sharing initiatives, mentoring junior engineers, and proactively identifying trends that could indicate broader product or process deficiencies.

This position is highly dynamic and requires adaptability, resilience, and the ability to operate under high-pressure situations. Given the global nature of customer support operations, the role may require participation in on-call rotations, weekend support, and shift flexibility to ensure that critical issues are addressed in a timely manner across multiple time zones.

In a structured team environment, you will be encouraged to engage in continuous learning and regular practice of existing product knowledge. This is necessary to stay prepared for any new challenges that might arise. As a Sr. Functional Analyst, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization.

Technical Support and Troubleshooting:

Incident Handling:

Documentation and Knowledge Sharing:

Customer Engagement and Communication:

Collaboration and Teamwork:

Training and Development:

Shift Coverage and Flexibility:

Any Other Duties as Assigned: