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Senior Customer Care Technical Support Engineer (short-term assignment) at Collectors - ApplyBlast

Senior Customer Care Technical Support Engineer (short-term assignment)

Collectors

4 months ago

Santa Ana, CA

Hybrid

Full Time

Senior

0 applicants

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About this role

A Senior Customer Care Technical Support Engineer provides advanced technical oversight for complex platform challenges within the IT Service Desk. The role serves as a critical link between Customer Care and Core Engineering, driving systematic knowledge gathering and product improvements through root cause analysis. You will manage high-severity escalations, mentor front-line representatives, and utilize observability tools to prevent customer-reported issues.

Responsibilities

Manage and prioritize high-severity escalations based on business impact
Own post-mortem processes for technical escalations with comprehensive RCAs
Act as a technical partner to Engineering teams providing code-level insights
Analyze ticket patterns to identify technical debt and recurring flaws
Design and deliver technical training to improve front-line diagnostic skills

Skills

About Collectors

collectors.com

Headquarters

Santa Ana, California, United States

Company Size

1001-5000 employees

Founded

1986

View Profile

Collectors is a company that builds infrastructure designed to foster trust, security, and opportunity within the collectibles market. By providing essential tools and services, it empowers collectors and businesses to engage with collectibles confidently and securely. The platform aims to streamline interactions and enhance the overall experience for enthusiasts and professionals alike in the growing collectibles space.