Senior Technical Support Engineer

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology If yes we are looking for you!

Mission Enable exceptional customer outcomes and operational excellence by resolving application cases efficiently improving quality and advancing AI-driven capabilities across the team.

About the Role

In this opportunity as a Sr. Technical Support Engineer you will:

• Act as a primary escalation point; triage reproduce and resolve complex application issues within agreed SLAs coordinating with Product and Engineering when needed.
• Balance client-facing work with proactive environment monitoring; act on alerts and prevent repeat incidents. Provide targeted assistance on peer cases and foster a culture of shared problem-solving.
• Translate technical findings into customer-friendly guidance and preventative recommendations.
• Follow case-handling standards including crisp problem statements root-cause clarity and step-by-step resolutions.
• Produce thorough audit-ready documentation and adhere to security privacy and data-handling guidelines.
• Create and maintain high-quality knowledge articles runbooks diagnostics checklists and decision trees.
• Lead training sessions and new-hire shadowing; coach peers on troubleshooting techniques documentation and communication.
• Lead team working sessions and office hours; respond promptly to escalations and questions in collaboration channels.
• Partner with Customer Success on sensitive accounts and contribute to post-incident reviews with actionable follow-ups.
• Escalate crisply with full context (impact scope reproduction steps logs attempted fixes) to drive faster outcomes.
• Use AI tools responsibly to accelerate triage knowledge retrieval summaries and case note creationvalidating outputs and protecting data.
• Identify and implement process improvements that reduce rework speed up diagnosis and increase first-contact resolution; share best practices with the team.
• Ethical AI use: Applies AI with care validates results and safeguards sensitive information.

About You

Youre a fit for the role Senior Technical Support Engineer if your background includes:

• Strong application troubleshooting across logs configurations integrations and environments.
• Proficiency with ticketing systems monitoring/alerting tools and collaboration platforms.
• Familiarity with SQL/basic scripting; ability to parse logs and automate routine tasks.
• Understanding of SSO authentication Workflows and SAAS in general.
• Excellent written and verbal communication; ability to translate technical findings into customer-friendly language.
• Structured problem-solving and clear documentation.
• Comfortable partnering with customers Customer Success Product and Engineering.
• Data-driven prioritization; disciplined case hygiene.
• Knowledge-centered service (KCS) or similar knowledge management practices.
• Familiarity with ITIL incident/problem/change is beneficial.
• Hands-on with AI-assisted support workflows (search summarization drafting updates) and prompt best practices.
• Able to evaluate AI output critically integrate it into daily work and measure its impact on speed and quality.

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Whats in it For You

• Hybrid Work Model: Weve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation two company-wide Mental Health Days off access to the Headspace app retirement savings tuition reimbursement employee incentive programs and resources for mental physical and financial wellbeing.

• Culture: Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.

• Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice truth and transparency. Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world.

In the United States Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health dental vision disability and life insurance programs as well as a competitive 401k plan with company addition Thomson Reuters offers market leading work life benefits with competitive vacation sick and safe paid time off paid holidays (including two company mental health days off) parental leave sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally Thomson Reuters offers the following additional benefits: optional hospital accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For any eligible US locations unless otherwise noted the base compensation range for this role is $56000 - $104000. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individuals knowledge skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.

As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business goals. To ensure we can do that we seek talented qualified employees in all our operations around the world regardless of race color sex/gender including pregnancy gender identity and expression national origin religion sexual orientation disability age marital status citizen status veteran status or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Thomson Reuters makes reasonable accommodations for applicants with disabilities including veterans with disabilities and for sincerely held religious beliefs in accordance with applicable law. If you reside in the United States and require an accommodation in the recruiting process you may contact our Human Resources Department at. Disability accommodations in the recruiting process may include things like a sign language interpreter making interview rooms accessible providing assistive technology or other relevant accommodations. Please note this email is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodations. More information on requesting an accommodation here.

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