Senior Support Engineer – Engineering Production Support

VTS
New York, NY
Job Description
VTS is looking for an experienced Senior Support Engineer to join our Engineering Production Support Team. The ideal candidate has a passion for customer support, meticulous attention to detail, and an inherent knack for troubleshooting complex systems.

Requirements

  • 3+ years in advanced technical/production support, or similar Tier-2/Tier-3 support role.
  • Strong track record troubleshooting complex issues involving APIs, services, and integrations.
  • Ability to read and write JavaScript and provide best-practice guidance.
  • Web debugging experience: comfortable with browser dev tools, viewing HTML/CSS, and inspecting network calls (requests/responses, headers, payloads).
  • Solid understanding of networking fundamentals (HTTP, DNS, TLS basics, connectivity troubleshooting).
  • Experience with databases, especially MongoDB (plus some SQL); able to write queries and basic scripts.
  • Familiarity with logging/observability tools, ideally Datadog or Sentry.
  • Experience working on a product with integrations and understanding REST APIs and GraphQL concepts.
  • Familiarity with ticketing and bug triage workflows (e.g., Jira, Zendesk).
  • Ability and willingness to work regularly on-site in the NYC office and travel occasionally to customer locations.

Benefits

  • Competitive compensation
  • Comprehensive health benefits (including dental and vision)
  • Pre-tax commuter benefits
  • 401(k) plan
  • Quarterly happy hours
  • Wellness events
  • Clubs
  • Team lunches
  • Education stipend
  • Flexible PTO policy
  • Generous family leave program
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