Senior Technical Support Engineer

Role:- Tier 2 Technical Support Engineer Location: Philadelphia, Pennsylvania This is a more technically hands-on role that owns escalated issues beyond what frontline support can handle.

The engineer works directly with end users, Customer Success, and engineering to diagnose and resolve application issues using logs, database queries, and system-level tools.

This is real diagnostic work — not scripted troubleshooting.

Someone technically solid and methodical who is comfortable digging into a Windows-based web application stack without being a software developer.

They need strong instincts, a structured approach to investigation, and the ability to communicate findings clearly to both technical and non-technical stakeholders.

This person doesn't need to write code, but they do need to get their hands dirty with SQL, logs, and system tools.

Technical Baseline2+ years in technical support, application analysis, or a similar hands-on roleWorking knowledge of Windows Server environments (IIS, Windows Event Viewer, file systems, services)Ability to write basic SQL queries — filtering, joins, aggregationsExperience reading application and system logs to identify root causesFamiliarity with web application fundamentals (HTTP, client/server, browser-based interfaces) Nice to HavesIIS log analysis and SQL Server Management Studio (SSMS)Ticketing system experience: Jira, Zendesk, ServiceNowBackground in regulated environments — healthcare, government, or financial servicesMonitoring tools: Dynatrace, Datadog, PagerDuty Basic PowerShell for diagnostics