Senior Technical Support Engineer (T3)

About the role

Rewind is looking for a Senior Technical Support Engineer (T3) to serve as the final escalation point for complex technical issues. You will bridge customer support and engineering, investigating deep‑rooted bugs and integration failures across our cloud‑backup platform.

Key responsibilities

• Own the most complex escalations from T1/T2, reproducing bugs and data inconsistencies across platforms such as Jira, GitHub, Shopify, and QuickBooks.
• Read and write code for debugging, scripting, and validation of fixes.
• Collaborate directly with Engineering to create reproducible test cases and track resolutions.
• Manage API, OAuth, webhook, and permission issues in customer environments.
• Handle data restoration and complex recovery scenarios, and support enterprise onboarding.
• Maintain internal knowledge base and identify recurring patterns for product improvement.
• Participate in on‑call rotations for high‑priority incidents.

Required profile

• 5+ years in technical support, solutions engineering, or software development.
• Computer Science degree or equivalent practical coding experience.
• Strong communication skills to explain technical root causes to both customers and engineers.
• Ability to work independently on ambiguous, high‑stakes problems.

Required skills

• Python, Ruby, or JavaScript scripting/programming.
• REST APIs, OAuth, webhooks, SaaS integration patterns.
• AWS services: CloudWatch, OpenSearch/Kibana, SQS/SNS.
• Log analysis and network/application‑level debugging.
• Experience with PostgreSQL and DynamoDB.

What we offer

• Flexible work hours and remote‑friendly environment.
• Employee stock options and competitive base salary.
• Health benefits, 3 weeks vacation, 7 life‑leave days, and parental leave.
• Professional development allowances and Level‑Up days.
• Wellness and home‑office stipend.