Senior Technical Support Engineer

Job Details

• Location: Remote
• Experience: 4 - 6 Years
• Business Unit: Cimpress Technology
• Job Type: Employee
• Openings: 1

Role Description

Who We Are

Cimpress Technology develops cutting-edge, best-in-world software that our mass customization businesses use to create personalized products for over 17 million global customers. Our Mass Customization Platform consists of modular, multi-tenant services. Our businesses can choose the solutions that work for them, or assemble any custom combination they need. This makes it easier and faster to do things like introduce new products, reach customers and track orders. Just last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more.

Scope of the Role

The MIS Technical Support Engineer is responsible for providing advanced application support, diagnosing and resolving technical issues, supporting customer configurations and maintaining the health of production systems. The role partners closely with Support, Engineering, Product and Manufacturing Operations to minimize downtime, improve customer experience and drive continuous service improvements through proactive monitoring, automation and knowledge sharing.

Position Summary

We are seeking a highly skilled and customer-focused Technical Support Engineer to join our Manufacturing Information Systems (MIS) Support team. In this role, you will provide technical support for our enterprise applications, serving as the primary escalation point for customers, Tier 1 support and assisting the Incident Management team in resolving critical production issues.

As a Technical Support Engineer, you will be responsible for diagnosing and resolving complex application issues, supporting customer configurations, monitoring system health and collaborating with Engineering to ensure high application availability and customer satisfaction. Your technical expertise and proactive approach will play a key role in maintaining the reliability, performance and operational excellence of our platform.

Key Responsibilities

• Provide Level 2 technical support by responding to and resolving escalated issues from Customer or Tier 1 Support.

• Assist the Incident Management team in diagnosing and resolving high-priority production incidents within defined SLAs.

• Investigate application, configuration and integration issues to determine root cause and recommend appropriate resolutions.

• Troubleshoot application behavior by analyzing logs, stack traces, API responses and system metrics.

• Support customer requests and resolve functional or technical configuration issues.

• Escalate product defects to Engineering with detailed technical analysis and supporting evidence.

• Monitor production systems using observability and monitoring tools to proactively identify potential issues.

• Respond to s, investigate anomalies and coordinate issue resolution with cross-functional teams.

• Perform health checks and validate application stability following deployments or incident recovery.

• Work closely with Engineering, Product and DevOps teams to resolve complex technical challenges.

• Assist Tier 1 Support by providing technical guidance and knowledge transfer sessions.

• Develop and maintain troubleshooting guides, runbooks, SOPs and knowledge base documentation.

• Identify recurring issues and recommend automation or process improvements to reduce support effort.

• Stay current with emerging technologies, cloud services and industry best practices.

• Contribute to automation initiatives that improve support efficiency and operational excellence.

• Contribute to post-incident reviews and continuous improvement initiatives that enhance platform reliability and customer satisfaction.

Technical Skills

Required:

• Strong understanding of application support methodologies and incident management.

• Experience troubleshooting production applications and distributed systems.

• Ability to analyze application logs, error messages and stack traces to identify root causes.

• Experience working with REST APIs, including querying, testing and troubleshooting API endpoints.

• Strong understanding of JSON request and response payloads.

• Knowledge of SQL for querying databases and troubleshooting data-related issues.

• Experience using monitoring and observability platforms and other tools such as:

• New Relic

• Sumo Logic

• Jira or Zendesk

• GitLab

• Postman

• Visual Studio Code (VS Code)

Good to have:

• Working knowledge of AWS cloud services and cloud-native applications.

• Experience supporting RESTful JSON-based web services.

• Familiarity with Zendesk for ticket management.

• Experience using Confluence for technical documentation.

• Experience with Slack or similar collaboration platforms.

• Basic scripting experience using PowerShell, Python or similar automation tools.

Soft Skills

• Problem-solving mindset.

• Strong communication skills.

• Customer-focused approach.

• Ability to work independently and collaboratively.

• Continuous learning attitude.

• Ability to work in fast-paced manufacturing environments.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems or a related field.

• 5–8 years of experience in Application Support, Production Support or Technical Support.

• Experience supporting enterprise or SaaS applications in production environments.

• Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.

• Excellent verbal and written communication skills.

• Ability to prioritize multiple issues in a fast-paced, customer-focused environment.

Working Hours & On-Call Support

• This position follows a standard 8x5 work schedule (Monday to Friday) aligned with business operating hours.

• The role requires participation in a 24x7 on-call support rotation to provide technical assistance for business-critical production incidents outside of regular working hours, including night, weekends and public holidays.

Why You'll Love Working Here:

Being at Cimpress means that you don’t see work as just a building, a desk or a manufacturing floor. You see it as a chance to take a step forward in your career journey – and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what’s next, we’re always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we’re capable of. Some might call that a challenge; we just call it another great day at work.

We're Remote-First:

In 2020, Cimpress adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy, and trust in each other to work from home and the ability to operate when they are most productive empowers them to be their best. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results. Currently, we are enabled to hire remote team members in over 30 US States as well as several countries in Europe, including Spain, Germany, the UK, the Czech Republic, the Netherlands, and Switzerland.

About Us:

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create, we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses, innovate and improve.

Equal Opportunity Employer:

Cimpress Tech, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status, or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.

Please visit: https://cimpress.com/our-platform/

Meanwhile you can know more about our company details through below mentioned links:

● Cimpress Vision - https://player.vimeo.com/video/111855876

● About us: Our story - http://cimpress.com/about-us/

● Global corporate Website – www.cimpress.com

● Global corporate Website – www.cimpress.com

Skills

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Bachelor's degree in Computer Science, IT, or related field; 5-8 years application/production support experience; REST APIs, JSON, SQL, monitoring tools (New Relic, Sumo Logic), Jira/Zendesk, GitLab, Postman, VS Code; 24x7 on-call rotation.

Key Responsibilities

• providing technical support
• diagnosing application issues
• monitoring production systems

Skills & Tools

New Relic, Sumo Logic, Jira, Zendesk, GitLab, Postman, Visual Studio Code, AWS, Confluence, Slack, PowerShell, Python

Job Details

• Category: Information Technology
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States or Spain or Germany or United Kingdom or Czech Republic or Netherlands or Switzerland
• Languages: English

About Cimpress

A technology company that develops software for mass customization businesses. — Industry: Information Technology