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Sr. Support Engineer at Acoustic. The Senior Support Engineer plays a critical role in triaging and resolving complex customer incidents, contributing to process improvement, and mentoring junior engineers. This role requires deep technical expertise, a strong understanding of SaaS marketing technologies, and a passion for customer success.. Key Responsibilities. . Lead troubleshooting and root cause analysis for high-complexity customer incidents.. . Create, document, and consistently follow established support processes.. . Design and maintain support plans, ensuring team alignment and communication.. . Write mid-level complexity code to resolve issues and perform moderate testing/debugging.. . Recommend design improvements based on client needs and system dependencies.. . Collaborate cross-functionally to deliver exceptional customer service and drive innovation.. . Act as a resource for junior engineers and contribute to team development.. . Maintain a solid understanding of Acoustic’s product portfolio and support tools.. . Core Competencies. . . Technology & Innovation:. Competent with current technologies and exploring new trends in SaaS marketing.. . . Product & Industry Knowledge:. Deep understanding of Acoustic products and ability to quickly triage incidents.. . . Agility & Adaptability:. Confident with Scrum and proactive in identifying and resolving ambiguity.. . . Teamwork & Passion:. Works collaboratively, contributes to team culture, and celebrates success.. . . Rapid Innovation:. Curious, embraces change, and seeks continuous improvement.. . . Trust & Security:. Committed to data privacy and process integrity.. . . Customer Delight:. Strives to exceed customer expectations and improve service delivery.. . . Respect for All:. Communicates with empathy, values diverse perspectives, and fosters inclusivity.. . Craft Competencies. . Advanced problem diagnosis and documentation.. . Solid understanding of hardware, software, network, and system components.. . Proficiency in support tools and platforms.. . Ability to design support plans and gain team consensus.. . Coding fluency in relevant programming languages.. . Understanding and enhancement of software design.. . Career Path. . Most common promotion path: Principal Support Engineer. . Alternative paths: Software Engineer, Manager of Engineering Support. . . Proven experience in technical support or engineering roles.. . Strong troubleshooting and analytical skills.. . Familiarity with SaaS platforms and Agile methodologies.. . Excellent communication and collaboration abilities.. . Ability to work independently with minimal supervision.. . Company Location: United States.