engineering
Posted 2 hours agoSenior Technical Support Engineer
at LaunchDarkly
Apac Australia, AustraliaOn-site
Responsibilities
- Identify systemic trends in support cases and lead initiatives to improve internal workflows, tooling, or documentation
- Collaborate with Engineering and Product on high-impact bugs and feature gaps, influencing prioritization based on customer data
- Mentor and develop junior team members, contributing to onboarding programs and knowledge sharing across the team
Requirements
- Resolve complex, ambiguous customer issues independently, applying in-depth knowledge of LaunchDarkly's platform, SDKs , and integration patterns
- Typically requires a minimum of 8 years of related professional
- experience in a technical support, software engineering, or equivalent customer-facing technical role
- Fluent in at least one programming language (e.g., Node.js, Java, PHP) with strong working knowledge of modern software delivery practices
Benefits
- We provide a great compensation package including equity and
- benefits (including medical, dental, and vision), work flexibility (remote-friendly), and excellent salaries.
- We believe every software team can benefit from using flags and improved feature management practices, and we want your help making that vision a reality.
- Based in Australia, with working hours aligned to APJ business hours Pay:
- Target pay range for a Level 4: AUD $135,000 - $186,000
- *Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.
- LaunchDarkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs.
- Exact compensation may vary based on skills, experience, degree level, and location. About LaunchDarkly:
Contact
- Your safety matters to us. To protect yourself from potential scams, LaunchDarkly recruiters will only contact you from @LaunchDarkly .com email addresses or via LinkedIn from "Verified Recruiter" accounts.
- Please notify us of any fraudulent representation by sending an email to careers@launchdarkly.com .
Additional details
- As a Senior Technical Support Engineer, you will report to the APJ Technical Support Manager and take ownership of complex customer issues while driving improvements across the support organization.
- You will serve as a subject matter expert on the LaunchDarkly platform, mentor less experienced team members, and work cross-functionally with Engineering, Product, and Customer Success to improve the customer experience.
- You are someone who brings deep technical knowledge, independent judgment, and a bias toward action. You value opportunities to lead and to build, not just to resolve.
- LaunchDarkly is a growing software company with a bold mission carried out by a diverse team of employees, and we're looking for someone like you to help us continue to grow.
- If you're curious and excited about improving the lives and work of software developers worldwide, this role will be a great fit! Responsibilities:
- Serve as an escalation point for the APJ team on non-routine cases, providing a recommended course of action and driving issues to resolution
- Participate in cross-functional programs that extend support's impact beyond ticket resolution
- Experienced in resolving complex, multi-variable technical problems where the path forward requires evaluation and judgment, not just procedure
- Capable of directing your own work and determining methods on new or undefined assignments with minimal oversight
- Skilled at adapting communication to different audiences, including advising engineers and non-technical stakeholders on complex matters