Senior Technical Support Engineer (T3)

Own the most complex technical escalations from T1 and T2, serving as the final line of defense.

Investigate and reproduce customer-reported bugs, data inconsistencies, and integration failures across Rewind's supported platforms (Jira, Confluence, GitHub, Shopify, QuickBooks Online, and more)

Read and write code (primarily in the context of debugging and scripting) to diagnose issues, test hypotheses, and validate fixes

Work directly with Engineering to clearly articulate bugs, provide reproducible test cases, and track fixes through to resolution

Manage and resolve issues in customer environments involving API integrations, OAuth configurations, webhook failures, and platform-level permissions

Handle data restoration requests and complex recovery scenarios requiring deep knowledge of Rewind's backup architecture

Own enterprise customer onboarding when required, including installation, deployment, and education, ensuring the customer is fully set up for success

Help build and maintain the internal knowledge base for complex issue patterns, enabling T1/T2 to self-serve future resolutions

Participate in on-call rotations for P1 incidents affecting enterprise customers

Identify recurring escalation patterns and proactively surface product improvement opportunities to Engineering and Product

5+ years of experience in a technical support, solutions engineering, or software development role

Computer Science degree or equivalent practical experience (you can read and write code)

Proficiency in at least one scripting or programming language (Python, Ruby, JavaScript, or similar)

Strong understanding of REST APIs, OAuth, webhooks, and modern SaaS integration patterns

Experience with cloud platforms and SaaS ecosystems (Atlassian, GitHub, Shopify, or similar)

AWS - CloudWatch for logs, OpenSearch/Kibana for search infrastructure, SQS/SNS for async processing

Ability to read logs, inspect API responses, and debug issues at the network and application layers

Exceptional written and verbal communication - you can explain a complex technical root cause to a non-technical customer and to an engineer on the same day

Comfort working independently in ambiguous, high-stakes situations with limited documentation

Experience with backup, recovery, or data resilience products

Familiarity with Jira, Confluence, or Atlassian platform administration

Experience with PostgreSQL and DynamoDB

Prior experience in a SaaS company at a similar scale (Series B / growth stage)

Experience working with enterprise customers and navigating complex account relationships

At Rewind, you’ll help shape the future of data protection for thousands of businesses. We’re performance-driven, innovative, and not afraid to challenge what’s possible. You’ll join a team that values trust, accountability, and respect for people’s time — and encourages every employee to experiment, think critically, and grow.

We support innovation through experimentation — including smart use of AI tools — and believe the best ideas come from those who aren’t afraid to push boundaries.

How Rewind Will Support You We know that enjoying the journey is just as important as reaching our goals. We work hard to create a positive, inclusive environment where fun and laughter are part of our everyday routine. We also offer a variety of benefits to support your success both at work and in your personal life which includes but is not limited to:

Flexible work hours

Employee stock options

Health benefits

3 weeks vacation

7 life leave days

2 Level Up days for professional development

1 volunteer day

Summer Fridays and office closed during the holiday break in December

Paid parental leave

$2000/year wellness/home office allowance

$5000/year professional development allowance

Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career. We value how each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. We strongly encourage candidates of all different backgrounds and identities to apply.

Our recruitment process may include the use of artificial intelligence–enabled tools to help manage and review applications efficiently. These tools assist our team, but hiring decisions are ultimately made by human reviewers.