Senior Technical Support Engineer

The Senior Technical Support Engineer is a highly specialized position serving as the deepest technical layer within MeridianLink’s Customer Support organization. This role functions as a quasi-developer embedded in Support—bridging the gap between client-facing issue resolution and the Product and Engineering teams. The Senior Technical Support Engineer reports to a Manager, Product and Client Support and is responsible for owning, analyzing, and resolving the most technically complex escalations that are unable to be resolved by lower-level teams. A critical function of this role is the triage and deflection of inbound Jira tickets that are incorrectly routed, investigating root causes through log analysis, database queries, and code inspection before any escalation occurs. Expected Duties: - Serves as the final escalation point within Support for the most complex, technically ambiguous issues, owning resolution end-to-end, including communication to all internal and client stakeholders - Investigates and triages inbound Jira tickets submitted to Product and Development, performing root cause analysis to determine whether issues represent bugs, configuration errors, data anomalies, or integration failures—deflecting tickets that can be resolved within Support - Executes targeted SQL queries against client and application databases to diagnose data integrity issues, validate system behavior, and identify the source of discrepancies reported by clients or Tier 1/2 teams - Analyzes application logs, API call logs, and integration event traces to reconstruct failure scenarios, isolate root causes, and produce clear technical summaries for Engineering and Product when escalation is warranted - Reads and interprets source code (C#, SQL, JavaScript, Java, Python) to understand system behavior, validate expected outcomes, and identify defects or unintended logic without requiring developer assistance - Authors detailed, structured Jira tickets when escalation to Product o