Advanced Technical Support Engineer

The Dedicated Support Advocate (DSA) is a member of an elite support team delivering world-class, proactive service for our highest-value enterprise clients across EMEA. Acting as a trusted technical partner, they combine deep platform expertise with exceptional client management to drive system stability and customer success. Our DSAs are strong communicators who bridge complex technical details with strategic business needs, maintaining close client relationships while advocating for their customers across the global organization.

In this role you will...

• Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration - to Earned Resolution, not ticket closure.
• Deliver Pro Desk as the primary expert: scheduled 1:1 sessions that replace CSM coaching with certified product expertise.
• Take escalated Live Chat and voice - real-time expertise when the customer's business is stuck.
• Reproduce and evidence defects: clean repro steps, logs, and breadth data that feed EIM scoring and the OneList.
• Mentor L1s daily - the 15-minute rule works because someone answers; claim hard cases at the line-up ('I've got it').
• Work AI-in-the-loop as default: copilot research, drafted responses reviewed, knowledge gaps closed.

You've got what it takes if you have...

• 3+ years technical support with real troubleshooting depth - logs, APIs, SSO, integrations, data flows.
• Pod Specialist certification within 45 days; multi-product breadth valued.
• Teaching instinct: you make customers and L1s smarter in every interaction.
• Composure in escalated moments; documentation discipline that makes handoffs invisible.
• Experience with programming languages, relational and non-relational databases, HTML/content development
• Ability to read through XML script/config files
• Experience in network diagnostic tools like Fiddler or Chrome/Firefox developer tools is nice to have