Technical Support Engineer (Enterprise SaaS Platform)
Location: Santa Clara, CA (Hybrid – Onsite 2 Days/Week)
Duration: 12-Month W2 Contract
Pay Rate: $38–$46/hour (Depending on Experience)
Russell Tobin is seeking a Technical Support Engineer to support a leading enterprise cloud software company. This role focuses on resolving complex technical issues within a large-scale enterprise SaaS platform and serving as a key escalation point for challenging support cases.
This is a customer-facing role requiring strong technical troubleshooting skills as well as excellent communication and collaboration abilities. The ideal candidate enjoys diagnosing complex problems, working cross-functionally with engineering teams, and delivering high-quality support in a fast-paced technical environment.
Responsibilities
- Manage and resolve complex technical issues related to an enterprise SaaS platform
- Serve as a senior escalation point within the technical support organization
- Troubleshoot issues across web application stacks, databases, and scripting environments
- Work closely with internal engineering teams to diagnose and resolve platform issues
- Mentor and collaborate with junior technical team members
- Communicate effectively with customers while maintaining professionalism during complex issue resolution
- Document troubleshooting steps and contribute to internal knowledge resources
- Participate in off-hours support when necessary (evenings, weekends, or holidays)
Work Environment
- Hybrid work schedule with required onsite presence two days per week in Santa Clara, CA.
- Current in-office days are Wednesdays and Thursdays, though this may change.
Required Qualifications
- Demonstrated ability to troubleshoot complex technical issues
- Working knowledge of components within a web application stack
- Experience writing or debugging object-oriented code (Java preferred, but other languages acceptable)
- Experience with one or more scripting languages such as JavaScript, Python, Perl, Unix Shell, or Windows Shell
- Experience working with relational databases (MySQL, Oracle, or similar)
- Experience administering Linux/Unix or Microsoft Server environments
- Excellent verbal and written communication skills
- Ability to work effectively in a collaborative team environment
- Strong commitment to quality and customer service
- Ability to clearly communicate complex technical systems and issues
Preferred Qualifications
- Understanding of ITSM concepts such as ITIL or CMDB
- Strong knowledge of JavaScript
- Advanced experience with MySQL or Oracle
- Experience diagnosing system performance degradation
- Experience with remote administration tools such as SSH, SNMP, WMI, or PowerShell
- Prior experience supporting enterprise SaaS platforms
Education
Bachelor’s degree in Computer Science or a related field preferred, but not required if equivalent experience is demonstrated.
Pride Global offers eligible employee''s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
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