Senior Technical Support Engineer

RESPONSIBILITIES:
Kforce is supporting a client that is looking for a Senior Technical Support Engineer to support a complex enterprise analytics platform used by internal teams, external partners, and large organizations integrating through APIs.

Responsibilities:
* Serve as a Tier 1/Tier 2 escalation point for internal users and external partners
* Investigate and resolve complex technical issues related to APIs, platform functionality, data discrepancies, and telemetry
* Analyze logs and system behavior to determine root causes and recommend solutions
* Escalate confirmed defects to engineering teams and help validate fixes
* Create and maintain troubleshooting guides, knowledge base content, and support documentation
* Help improve support workflows, intake processes, and SLA tracking
* Perform deep-dive investigations using SQL and other data analysis tools
* Validate data accuracy and business logic across multiple systems
* Identify trends, anomalies, usage patterns, and data inconsistencies
* Serve as a trusted technical resource when data disputes or customer-reported discrepancies arise
* Develop and maintain operational dashboards and reports
* Analyze platform usage, adoption trends, and API consumption metrics
* Provide actionable insights that help product and business teams make data-driven decisions

REQUIREMENTS:
* 5+ years of experience in Technical Support, Application Support, Production Support, Systems Analysis, or similar roles
* Strong experience troubleshooting APIs and system integrations
* Hands-on experience with SQL and data analysis
* Experience investigating complex technical issues across multiple systems
* Familiarity with telemetry, monitoring, logging, and distributed systems
* Experience supporting SaaS or enterprise platform environments
* Strong root cause analysis and problem-solving skills
* Ability to communicate technical concepts to both technical and non-technical audiences
* Experience partnering with engineering, product, and operations stakeholders

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.