Senior Technical Support Engineer (T3)

The role

You will serve as the highest tier of the support organization, acting as a bridge between customer support and engineering. You will own complex technical escalations, perform deep technical investigations, and mentor T1 and T2 teams.

What you will do

• Own the most complex technical escalations from T1 and T2
• Investigate and reproduce customer-reported bugs, data inconsistencies, and integration failures
• Read and write code to diagnose issues, test hypotheses, and validate fixes
• Work directly with Engineering to articulate bugs and track fixes
• Manage and resolve issues involving API integrations, OAuth, webhooks, and platform-level permissions
• Handle data restoration requests and complex recovery scenarios
• Give direct, constructive feedback to T1/T2 team members
• Lead blameless postmortems and recommend process changes
• Mentor and upskill T1/T2 through pairing and reviews
• Help define processes, SLAs and ways of working for the Enterprise Support tier

Required qualifications

• 5+ years of experience in a technical support, solutions engineering, or software development role
• Demonstrated informal leadership: mentored teammates, gave peer feedback, or acted as a go-to senior person
• Computer Science degree or equivalent practical experience
• Proficiency in at least one scripting or programming language (Python, Ruby, JavaScript, or similar)
• Strong understanding of REST APIs, OAuth, webhooks, and modern SaaS integration patterns
• Experience with cloud platforms and SaaS ecosystems (Atlassian, GitHub, Shopify, or similar)
• AWS - CloudWatch for logs, OpenSearch/Kibana for search infrastructure, SQS/SNS for async processing
• Ability to read logs, inspect API responses, and debug issues at the network and application layers
• Exceptional written and verbal communication
• Comfort working independently in ambiguous, high-stakes situations with limited documentation

Nice to have

• Experience with backup, recovery, or data resilience products
• Familiarity with Jira, Confluence, or Atlassian platform administration
• Experience with PostgreSQL and DynamoDB
• Prior experience in a SaaS company at a similar scale (Series B / growth stage)
• Experience working with enterprise customers and navigating complex account relationships
• Experience as a team lead, senior or staff support engineer, or escalation lead

Benefits

• Flexible work hours
• Employee stock options
• Health benefits
• 3 weeks vacation
• 7 life leave days
• 2 Level Up days for professional development
• 1 volunteer day
• Summer Fridays and office closed during the holiday break in December
• Paid parental leave
• $2000/year wellness/home office allowance
• $5000/year professional development allowance

About the company

Rewind is a service that protects the critical data that powers businesses of all sizes by backing up data in cloud apps like Jira, GitHub, Confluence and Shopify.