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Support Engineer 3

2 hours, 30 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Apply Now
ONLY [オンリー]

ONLY [オンリー]

ONLY Corporation specializes in designing, manufacturing, and selling men's and women's clothing, focusing on suits, shirts, and ties. They offer both ready-made and custom suits and operate multiple stores catering to diverse suit preferences.

Textiles, Apparel & Luxury Goods
Founded 1996
View All Jobs 5

Description

  • Own and manage high-priority customer escalations through resolution.
  • Serve as the incident lead for severity-1 and other high-visibility situations.
  • Triage incoming critical cases and review long-running incidents to determine next steps.
  • Coordinate internal teams, external stakeholders, and leadership to drive timely resolution.
  • Deliver clear executive-level written and verbal communications throughout the incident lifecycle.
  • Track progress, risks, dependencies, and accountability during active incidents.
  • Identify systemic gaps, operational breakdowns, and recurring issues revealed during incidents.
  • Escalate issues internally, including to executive levels, to remove blockers.
  • Mentor teams outside the escalation function on critical situation processes when needed.
  • Contribute to process optimization, tooling enhancements, reporting, and continuous improvement efforts.

Requirements

  • U.S. citizenship with an active, valid U.S. passport.
  • 7+ years of experience in technology, customer service, support operations, or a related field, or a bachelor’s degree with 4+ years of relevant experience, a master’s degree with 3+ years, or equivalent professional experience.
  • Experience supporting enterprise or high-severity customer environments.
  • Strong familiarity with enterprise software platforms and terminology.
  • Ability to manage high-pressure situations with professionalism and sound judgment.
  • Exceptional written and verbal communication skills, including executive-level summaries.
  • Ability to self-manage, remain reliable within a defined shift, and meet strict response and availability expectations.
  • Willingness and ability to work non-standard hours, weekends, and public holidays as part of a 24x7 rotation.
  • 5–7 years of hands-on experience with collaboration and productivity tools such as email, messaging, document creation, spreadsheets, and shared workspaces.
  • Preferred: experience in a large, complex technology organization.
  • Preferred: direct experience supporting or managing incidents involving enterprise cloud or productivity platforms.
  • Preferred: background in technical, support, or service operations roles.
  • Preferred: cloud fundamentals certification or productivity suite fundamentals certification.
  • Preferred: ITIL, PMP, or similar IT service management or project management certification.
  • Preferred: experience mentoring or influencing teams outside direct reporting structures.
  • Preferred: demonstrated success managing complex, mission-critical, or politically sensitive customer situations.

Benefits

  • Compensation of $25–$27.10 per hour for Washington State candidates.
  • Medical, dental, and vision coverage.
  • Flexible Spending Account.
  • 401(k) program.
  • Competitive PTO offerings.
  • Parental leave.
  • Opportunities for professional growth and development.
  • Fully remote work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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