Senior Technical Support Engineer

ABOUT THE ROLE We are seeking a highly skilled Senior Technical Support Engineer to join our team at LaunchDarkly. As a Senior Technical Support Engineer, you will be responsible for resolving complex customer issues, driving improvements across the support organization, and serving as a subject matter expert on the LaunchDarkly platform. You will also mentor less experienced team members and work cross-functionally with Engineering, Product, and Customer Success to improve the customer experience. WHAT YOU'LL DO As a Senior Technical Support Engineer, your primary responsibilities will include: - Resolving complex, ambiguous customer issues independently, applying in-depth knowledge of LaunchDarkly's platform, SDKs, and integration patterns - Serving as an escalation point for the APJ team on non-routine cases, providing a recommended course of action and driving issues to resolution - Identifying systemic trends in support cases and leading initiatives to improve internal workflows, tooling, or documentation - Collaborating with Engineering and Product on high-impact bugs and feature gaps, influencing prioritization based on customer data - Mentoring and developing junior team members, contributing to onboarding programs and knowledge sharing across the team - Participating in cross-functional programs that extend support's impact beyond ticket resolution WHAT YOU'LL NEED To be successful in this role, you will need: - A minimum of 8 years of related professional experience in a technical support, software engineering, or equivalent customer-facing technical role - Experience in resolving complex, multi-variable technical problems where the path forward requires evaluation and judgment, not just procedure - Fluency in at least one programming language (e.g., Node.js, Java, PHP) with strong working knowledge of modern software delivery practices - Ability to direct your own work and determine 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 - Experience building working relationships across teams and influencing outcomes outside your immediate area WHY REMOTE As a remote-friendly company, we offer flexible working hours and the ability to work from anywhere. This role is based in Australia, with working hours aligned to APJ business hours. BENEFITS LaunchDarkly offers a comprehensive benefits package, including: - Salary: AUD $135,000 - $186,000 per year - Restricted Stock Units (RSUs) - Health, vision, and dental insurance - Mental health benefits - Flexible working hours and remote work options - Opportunity to work with a diverse team of talented individuals - Equal opportunities employer - Disability accommodations available upon request