Senior Technical Support Engineer

3 weeks, 5 days ago
Full-time
Lead
Customer and Technical Support
Slack

Slack

Slack provides a collaborative platform that integrates real-time messaging, project management, and AI tools to enhance productivity and streamline communication within teams.

Internet Software & Services
1K-5K
Founded 2009
$1200M raised

Description

  • Resolve complex, ambiguous customer issues independently using deep knowledge of the LaunchDarkly platform, SDKs, and integration patterns.
  • Serve as an escalation point for the APJ support team on non-routine cases and drive issues to resolution.
  • Identify recurring trends in support cases and lead improvements to workflows, tooling, and documentation.
  • Collaborate with Engineering and Product on high-impact bugs and feature gaps, helping influence prioritization with customer data.
  • Mentor and develop junior team members through onboarding support and knowledge sharing.
  • Participate in cross-functional programs that extend support's impact beyond ticket resolution.
  • Act as a subject matter expert on the LaunchDarkly platform.
  • Work closely with Customer Success to improve the overall customer experience.

Requirements

  • 8+ years of related professional experience in technical support, software engineering, or an equivalent customer-facing technical role.
  • Experience resolving complex, multi-variable technical problems that require judgment and evaluation rather than following a procedure.
  • Fluency in at least one programming language such as Node.js, Java, or PHP.
  • Strong working knowledge of modern software delivery practices.
  • Ability to direct your own work and determine methods for new or undefined assignments with minimal oversight.
  • Ability to adapt communication for both engineers and non-technical stakeholders.
  • Experience building working relationships across teams and influencing outcomes outside your immediate area.
  • Based in Australia and able to work APJ business hours.

Benefits

  • AUD $135,000 - $186,000 target pay range for a Level 4 role.
  • Restricted Stock Units (RSUs).
  • Medical, vision, and dental insurance.
  • Mental health benefits.
  • Remote-friendly work flexibility.
  • Excellent salary and compensation package.
  • An inclusive, diverse, and collaborative team environment.

Interested in this position?

Apply directly on the company website

Apply Now

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