Senior Support Engineer, L2

2 days ago

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Maze

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Powering continuous product discovery across user-centric teams.

User testing • User Research • Continuous Product Discovery • Product Discovery • Usability testing

51 - 200

Description

The Senior Support Engineer independently troubleshoots complex issues at Maze while ensuring customer satisfaction. Oversees bug and feature request tickets, translating customer feedback into actionable reports. Engages directly with customers and collaborates with Engineering & Product teams for resolutions. Proactively manages technical documentation, quality assurance, and training efforts.

Requirements

4+ years customer-facing technical support or related experience Exceptional written and verbal communication skills Demonstrated Enterprise-level technical support experience, preferably in a SaaS B2B setting Ability to think on one’s feet, learn a complex product, and discover creative methods to resolve issues Prior knowledge of design practices (UI, UX, research, user testing) Experience troubleshooting and documenting replication steps for complex technical issues Able to apply and educate others on best practices for troubleshooting web application issues Experience configuring and troubleshooting SSO implementations using SAML and/or OpenID Connect protocols Ability to read and understand basic JavaScript, TypeScript, JSON, XML Experience using application logs or monitoring tools to identify errors Experience supporting, troubleshooting, and assisting with API integrations Experience troubleshooting billing issues in Stripe and email delivery issues using Mailchimp or similar platforms Experience managing internal and external communications during major incidents Familiarity with modern ticketing, customer engagement, and CMS solutions

Benefits

Health insurance with international coverage, vision, and dental: 100% of the team member premium paid Free access to proper mental health care, unlimited virtual therapy sessions (with a human) and 24/7 access to resources Life and Disability Insurance, 100% of the team member premium paid Flexible time off Meaningful equity Company retreats, fully paid for by Maze New MacBook (laptop), paid for by Maze Paid Family leave: 16 weeks for birth or adoptive parents $500/month to be used for dependent health insurance coverage $1,500 remote work setup fund to ensure you can set up a productive work space Flexible work schedule where you manage your own working hours Monthly Bonus.ly points that are awarded to others to recognize teamwork, dedication and helpfulness - points can be cashed out for gift cards and more Virtual social engagements randomly throughout the year SWAG, we have some really cool swag Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more