People Matter

Senior Technical Support Engineer Lead

Netspring

Netspring

IT, Customer Service
United States
Posted on Oct 21, 2025

At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.

We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.

At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.

Join us and become part of a company that's empowering people to unlock their digital potential!


To get a sneak peek into our culture, find us on Instagram: @optimizely

Introduction

As a Senior Technical Support Engineer, you are a subject matter expert and a trusted escalation point for complex technical issues across our PaaS/SaaS platforms and services. Your team and cross-functional partners rely on your deep product knowledge, diagnostic skills, and procedural expertise to resolve challenges efficiently and accurately. You will work closely with Engineering and Product teams to deliver in-depth troubleshooting, root cause analysis, and timely resolutions for our customers. You will play a highly critical role in delivering fast, accurate, and reliable support that empowers customers and helps them maximize the value of Optimizely’s products. This role supports our mission by delivering deeper technical expertise, driving issue resolution, and strengthening customer confidence in our solutions.

Job Responsibilities

  • Independently triage and resolve complex Tier 2 cases
  • Serve as a subject matter expert and escalation point for the team
  • Lead root cause analysis and corrective action planning
  • Drive cross-team initiatives to improve support quality and efficiency
  • Identify recurring issues and suggest improvements to documentation
  • Provide strategic technical leadership across the Tier 2 function
  • Guide architectural decisions and support tooling improvements
  • Act as a senior advisor to leadership on support operations and innovation
  • Lead complex, cross-functional initiatives with long-term impact
  • Anticipate emerging customer needs and shape proactive support strategies
  • Collaborate cross-functionally to resolve customer-impacting issues
  • Proactively contribute to knowledge base articles and internal process improvements
  • Represent the support team in product feedback and roadmap discussions
  • Represent the support organization in executive-level discussions and planning
  • Author and maintain advanced technical documentation and playbooks
  • Document all customer interactions and resolutions with detail, clarity, and accuracy in Optimizely’s ticketing system
  • Attend team meetings, collaboration sessions, internal and external trainings, and participate in on-call rotation
  • Participate in ticket audit and review process of more junior team members with the Tier 2 manager with a focus on technical accuracy and best practices
  • Mentor senior engineers and influence team-wide technical direction
  • Show the ability to think critically and outside the box to find solutions to complex issues
  • Establish knowledge in all technological areas of the Optimizely products
  • Establish subject matter expertise in multiple technology areas of the Optimizely products
  • Tackle complex issues requiring in-depth analysis of variable or intangible factors
  • Apply expert judgment in selecting strategic methods and evaluation criteria
  • Synthesize data from multiple sources to inform timely and thorough decisions
  • Consistently resolve significant and unique challenges with lasting impact
  • Make decisions that reflect a global business perspective and long-term impact
  • Identify root causes and invest proportionally in corrective actions at all levels
  • Anticipate downstream effects and proactively plan for contingencies
  • Deliver strategic, well-structured recommendations that balance risks and benefits

Knowledge and Experience

  • Minimum of five years in a related position.
  • Relevant industry recognized certificates preferred.
  • Proven experience with .NET, MVC, and C#
  • Proven experience in other web technologies including MSSQL, WCF, WebForms, jQuery, CSS(3), HTML(5), and Javascript, Dojo Toolkit
  • Proven experience in diagnosing code-related issues.
  • Proven experience in memory dump analysis
  • Proven experience TCP Dump analysis/Proifle Traces
  • Proven experience Troubleshoot performance bottlenecks, etc.

Education

Bachelor's or Masters’s degree in Computer Science, IT, or Telecommunications preferred, or equivalent working experience.

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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