Job Description
About the Job:
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. 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. If you're curious and excited about improving the lives and work of software developers worldwide, this role will be a great fit!
Responsibilities:
Resolve complex, ambiguous customer issues independently, applying in-depth knowledge of LaunchDarkly's platform, SDKs, and integration patterns
Serve as an escalation point for the APJ team on non-routine cases, providing a recommended course of action and driving issues to resolution
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
Participate in cross-functional programs that extend support's impact beyond ticket resolution
Qualifications:
Typically requires a minimum of 8 years of related professional experience in a technical support, software engineering, or equivalent customer-facing technical role
Experienced in resolving complex, multi-variable technical problems where the path forward requires evaluation and judgment, not just procedure
Fluent in at least one programming language (e.g., Node.js, Java, PHP) with strong working knowledge of modern software delivery practices
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
Experienced building working relationships across teams and influencing outcomes outside your immediate area
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:
Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations.
The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:
Improving the velocity and stability of software releases, without the fear of end customer outages
Delivering targeted experiences by easily personalizing features to customer cohorts
Maximizing the business impact of every feature through the ability to experiment and optimize
Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability
At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.
Do you need a disability accommodation?
Fill out this accommodations request form and someone from our People Operations team will contact you for assistance.
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