Senior Technical Support Engineer

🕒 May 22

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Cenosco

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

⚡ Energy

💰 Seed Round on 2020-12

SaaS • Enterprise • Energy

Cenosco is a leading software company specializing in Asset Integrity Management solutions. With its IMS Suite, the company offers comprehensive and unified solutions tailored to ensure the reliability, safety, and compliance of critical equipment in various asset-heavy industries such as Oil & Gas, Chemicals, Pulp and Paper, and Renewable Energy. Cenosco’s software supports smart inspection and maintenance decisions, helping companies optimize management costs while maintaining high safety and performance standards. For over twenty years, Cenosco has been empowering organizations worldwide to achieve a safe and smart operational environment through its innovative digital solutions.

📋 Description

• Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations • Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes • Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues • Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis • Serve as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussions • Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights • Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution • Make prioritization and escalation decisions independently during regional business hours • Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product • Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale

🎯 Requirements

• 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered) • Enjoys debugging complex issues • Communicates clearly with both technical and non-technical stakeholders • Takes ownership of problems until resolution • Detail-oriented and methodical when analysing systems • Ability to troubleshoot complex software systems • Working knowledge of SQL • Experience investigating issues using data and database queries • Familiarity with browser developer tools (DevTools, Network tab) • Ability to inspect request/response data (e.g., JSON payloads) • Experience supporting SaaS or enterprise software (Bonus) • Familiarity with application logs and debugging workflows (Bonus) • Experience working with ticketing systems and customer-facing technical support (Bonus) • Exposure to relational database schemas and data models (Bonus)

🏖️ Benefits

• Flexible work that best fits your needs and the role • Competitive compensation • Top-notch offices and equipment • Continuous improvement and learning opportunities to grow your career • Team activities, not the usual one just to look nice on social media but what our team choose and ask for • A great team of engaged passionate and helpful people