Senior Support Engineer, FOSSA

• 2-5+ years of experience supporting complex B2B SaaS platforms, with a demonstrated track record of managing enterprise customer relationships and driving technical outcomes
• Proven ability to operate independently in a fast-paced environment, exercising sound judgment and prioritization with minimal oversight
• Comfortable supporting a global customer base and providing flexibility when required to accommodate critical customer needs across time zones, primarily spanning US EST to US PST
• Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for both technical and executive audiences
• Strong technical aptitude with hands-on experience scripting, automating workflows, and troubleshooting complex issues using technologies such as Python, Bash, or similar languages
• Demonstrated ability to navigate ambiguity, lead through influence, and drive cross-functional alignment to achieve customer and business outcomes
• Customer-obsessed and outcome-oriented, with a bias toward action, strong problem-solving instincts, and a willingness to challenge the status quo in pursuit of better results
• Thrives in a startup environment, taking ownership beyond defined responsibilities, identifying gaps before they become problems, and driving initiatives to completion
• Maintains a high standard of operational excellence and attention to detail, consistently coming prepared, validating assumptions, and balancing thoroughness with speed of execution
• Committed to continuous learning and professional growth, with a track record of rapidly developing expertise in new technologies, domains, and customer environments

Desirable

• You are a Sr. Support Engineer that thrives on technical challenges and providing top-of-the-line technical Customer Support, with a focus on helping customers accomplish their goals
• An exceptional work ethic is second nature to you, and you welcome a certain level of ambiguity
• You enjoy figuring things out and take great pride in reaching creative solutions
• You are well-rounded in written and verbal communication, yet quick and efficient with your time — applying ruthless prioritization to focus on the most impactful issues first
• Documentation gaps don’t scare you, and you are always seeking to improve your own experience and that of your customers
• First and foremost, you want to leave things in better shape than you found them
• You bring strong technical judgment and the ability to quickly become proficient in new technologies and domains
• While deep expertise across every aspect of FOSSA, open source licensing, and modern software development practices is not expected from day one, you have demonstrated success learning independently, mastering complex concepts, and applying that knowledge to solve customer and business challenges
• You are naturally curious, highly self-directed, and committed to continuous improvement in both technical and professional disciplines
• Finally, you are a true team player
• You want to partner with all parts of FOSSA, including Technical Services / Customer Success, Sales, Marketing, Product and Engineering to drive the kinds of outcomes that make FOSSA and our customers better
• You have a nascent passion for open source and what it stands for in furthering software development and ultimately human advancement
• You don’t ever give up and embrace adversity while approaching difficulties head-on
• Serve as a primary owner of the customer support intake process, ensuring timely triage, prioritization, and resolution of approximately 15–30 new customer issues per week while maintaining a high standard of customer communication and accountability
• Act as the primary customer advocate for a portfolio of complex support engagements, leading cross-functional coordination with Engineering and Product, influencing prioritization decisions, and driving issues to resolution while maintaining customer confidence through proactive communication and stakeholder management
• Think and act “customer-first”, collaborating closely with all key parts of FOSSA
• Improve our AI-powered ticket deflection system by updating documentation and feeding back information into the system
• Address customer requirements to showcase how the product can meet their needs, and channel product feedback and feature requests to the product management organization
• Occasionally attend trade shows, conferences, and meetups, representing FOSSA externally (up to 5%)