Sr Product Sppt Tech Advisor

Own end-to-end incident triage, root cause analysis, and remediation for complex issues across the SCION Delivery Platform in production and non-production environments.

Provide technical escalation support, customer-facing guidance, and collaborate across Product, Engineering, DaaS, QA, and Operations to ensure platform stability and delivery success.

Drive continuous improvements in support processes, platform resilience, monitoring, automation, and compliance related to the SaaS platform.

Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent experience.

8+ years of experience in product/platform support or SaaS operations with at least 3-4 years in a senior or lead technical role.

Strong experience supporting highly available multi-tenant SaaS platforms, with deep knowledge of incident and problem management.

Proficiency in backend technologies (Python/FastAPI, Node.js), databases (PostgreSQL, MongoDB), and cloud infrastructure (AWS/Azure/GCP) with containerization and CI/CD experience.

Experienced in technical escalation and cross-team coordination in customer-facing, fast-paced SaaS environments.

Strong analytical skills with hands-on troubleshooting of microservices, APIs, and distributed systems at scale.

Operationally minded with focus on continuous improvement, automation, monitoring, and security in cloud-native product support.