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Sonar · 1 month ago

Senior Support Engineer

Austin

Full-time

Hybrid

Senior Level, Lead/Staff

10+ years exp

Sonar is a company that helps prevent code quality and security issues while enhancing developer productivity through AI. The Senior Support Engineer will manage IT support for employees globally, ensuring system stability, mentoring junior team members, and driving continuous improvement in IT processes.

Cyber SecurityDeveloper ToolsOpen SourceSoftware

No H1B

Responsibilities

Manage the full lifecycle of employee IT support, from onboarding to offboarding, for a global company

Handle IT equipment logistics, user access management, and ensure data integrity

Serve as a senior point of contact for daily IT incidents and service requests, resolving issues, and identifying long-term solutions

Provide on-site and remote support, including potential travel to different office locations to assist with expansions or cover absences

Create and maintain comprehensive documentation to empower users and streamline internal processes

Manage relationships with IT vendors and drive continuous improvement by analyzing support data to enhance tooling and policies

Oversee physical security systems, such as access control and security cameras

Qualification

Technical Support ExperienceProblem PreventionRoot Cause AnalysisCloud Platforms KnowledgeAutomationScriptingData AnalysisCoachingAdvanced TroubleshootingMentorshipStrategic CommunicationProactiveConsensus BuildingSelf-Driven

Required

10+ years of progressively responsible experience in a technical support or engineering role

Proven ability to handle complex, high-profile, and critical customer issues

Demonstrated experience in a leadership or mentorship capacity

Experience in a 'problem prevention' and 'root cause analysis' role

Experience in creating and implementing support processes and best practices

Demonstrated success in leading and driving continuous improvement efforts

Deep Subject Matter Expertise (SME) in end-user infrastructure and corporate domain architecture

Advanced Troubleshooting and Debugging skills

System-Level Thinking with deep architectural views of how different systems and components interact

Familiarity with at least one scripting language (e.g., Python, PowerShell)

Strong understanding of cloud platforms (AWS, Azure, GCP), virtualization, networking, and security concepts

Familiarity with evaluation and support of AI tools for Helpdesk and Customer workflows

Passion for analyzing available data and system metrics (e.g., using tools like Datadog, Splunk)

Mentorship and Coaching experience

Excellent written and verbal English communication skills

Proactive and Self-Driven attitude

Consensus Building skills

Benefits

Flexible comprehensive employee benefit package.

23 days of PTO per calendar year (on a pro-rated basis depending on your employment start date), with additional time provided for sickness, life events and holidays.

401(k) plan that has a 4% match, fully vested on day one of participation.

Generous discretionary Company Growth Bonus, paid annually.

Fully paid parking in the heart of downtown Austin, Texas.

Monthly catered events, and team events.