Senior Support Engineer

Karbon, Inc.

Job Overview

Location

Remote, United States

Job Type

Full-time

Full Job Description

📋 Description

• Lead root cause analysis on highly complex technical escalations, isolating issues to specific services, workflows, or data states while articulating the underlying why, not just the what.
• Read and interpret C# and .NET application code to trace logic, understand class structures, and identify where behavior diverges from expectation, without shipping production code.
• Write safe, production-grade SQL queries to diagnose data-layer issues, review execution plans for performance risks, and design remediation plans that anticipate downstream implications.
• Create reusable stored procedures and automation scripts to address recurring intervention patterns and reduce reactive workload across the support function.
• Operate within strict production safety guardrails, evaluating trade-offs for high-risk interventions and reviewing remediation plans before execution to ensure system integrity.
• Investigate and reproduce platform defects using logs, telemetry, API behavior, and environment replication to determine if issues are bugs, misconfigurations, or workflow errors.
• Monitor and respond to production alerts, escalating to engineering teams and stakeholders as needed while maintaining clear communication throughout.
• Write well-scoped, detailed bug tickets with clear problem statements, reproduction steps, affected scope, and sufficient context for engineers to begin work immediately.
• Lead technical investigations during moderate to high-severity incidents, establishing timelines, synthesizing signals, and mitigating issues independently when engineering is unavailable.
• Review and provide feedback on T2 support tickets to raise the bar for investigative clarity, surface recurring themes with structured evidence, and drive systemic fixes.
• Build and deploy lightweight tooling, scripts, or automation to replace repetitive manual tasks and improve team efficiency over time.
• Mentor T2 engineers and T3 peers by sharing knowledge, coaching on investigative techniques, and contributing to team-level standards and best practices.
• Communicate complex technical issues clearly to customers and internal stakeholders through live troubleshooting calls, customer-facing updates, and concise documentation.
• Apply AI tooling to refine investigative approaches, validate hypotheses, detect patterns across case data, and enhance documentation—using AI as an accelerator of judgment, not a substitute for expertise.
• Manage your own case queue proactively, ensuring timely progress, customer updates, and no stale items without needing external prompting.
• Handle difficult customer conversations calmly and professionally, particularly during incidents causing significant operational impact.
• Think in systems: when encountering recurring issues, identify root systemic causes rather than treating symptoms on a case-by-case basis.
• Maintain a curious, puzzle-solving mindset focused on understanding how software works and why it fails.

🎯 Requirements

• 5+ years of experience in technical support engineering, application support, or a closely related role in B2B SaaS, with meaningful time spent at the deepest tier of investigation.
• Confident and safe SQL proficiency, including ability to read execution plans, distinguish between SELECT and destructive operations in production, and write reusable stored procedures.
• Ability to read and interpret C# and .NET code to follow application logic, understand control flow, and pinpoint behavioral origins without being a working developer.
• Structured approach to root cause analysis using repeatable techniques rather than guessing, with clear articulation of reasoning at each step.
• Precision in writing bug reports and customer communications that are detailed yet concise, enabling engineers and clients to act without ambiguity.
• Proven ability to manage a case queue independently, with no need for external chasing, and to handle high-pressure customer situations professionally.

🏖️ Benefits

• Flexible Time Off with an encouraged 4 weeks use per year
• Company-paid medical coverage for employee, eligible spouse/partner, and dependents
• Paid dental and vision coverage for employee, eligible spouse/partner, and dependents
• 401(k) with company matching
• Up to 8 weeks paid parental leave
• Work-from-home stipend

Skills & Technologies

Python

Azure

Datadog

OAuth

Senior

Remote

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Karbon, Inc.

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About Karbon, Inc.

Karbon provides cloud-based practice management software for accounting firms. Its platform combines email, workflow, tasks, client management, and team collaboration in one system. Features include work templates, time and budget tracking, client portals, and integrations with QuickBooks, Xero, and other tools. Designed for mid-sized and larger accounting practices, Karbon centralizes communication and standardizes processes to improve efficiency and visibility across client engagements. Founded in 2014, the company is headquartered in San Francisco with offices in Sydney and Toronto.

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