Senior Support Engineer

About Karbon

Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List.

About the Role

As a Senior Support Engineer at Karbon, you sit at the deepest tier of our engineering support function. You are the last line of investigation before an issue reaches a product engineering team, and you take genuine ownership of the cases that reach you. Your work is a mix of deep technical diagnostic, production data operations, and clear cross-functional communication.

Our T3 function operates on a few core principles: quality of investigation over reactive throughput, durable fixes over repetitive patches, safe production access with strong governance, and knowledge treated as infrastructure. We expect Senior Support Engineers to embody these principles in how they work and to raise the bar for the engineers around them.

This role works roughly US Pacific hours to provide coverage for our North American customer base and is only open to candidates located in Pacific Time Zone.

As a Senior Support Engineer, you will...

• Lead root cause analysis on highly complex issues: Take ownership of escalations that require structured RCA, isolating issues to specific services, workflows, or data states. You are comfortable resolving highly complex issues in familiar systems and medium complexity issues in unfamiliar ones, and you can articulate the why, not just the what.
• Read the source: Read C# and the broader .NET stack well enough to follow application logic, trace through a method, and pinpoint where behaviour diverges from expectation. You are not expected to ship production code, but you are expected to understand it.
• Write safe, considered SQL: Diagnose data-layer issues by writing and reviewing SQL against production-shaped data. Design safe remediation plans, anticipate downstream implications, and create reusable stored procedures for recurring intervention patterns.
• Make sound production access decisions: Operate within our production safety guardrails, evaluate trade-offs on higher-risk interventions, and review remediation plans before they execute. You model the behaviour you want to see across the function.
• Investigate and reproduce defects across the platform: Use logs, telemetry, API behaviour, and environment replication to confirm whether something is a bug, a misconfiguration, or a workflow issue, and document your findings so an engineer can act on them.
• Monitor and respond to production alerts, looping in additional engineers and stakeholders as needed.
• Create well-scoped tickets: When a confirmed bug or product gap warrants engineering attention, you write the ticket. A clear problem statement, reproduction steps, affected scope, and enough context that an engineer can pick it up and begin work.
• Lead technical investigations during incidents: Act as a trusted contributor during moderate to high severity incidents, establishing timelines, synthesising signal, and where appropriate mitigating independently when Engineering is unavailable.
• Uplift escalation quality across tiers: Review and feed back on tickets from T2, raise the bar for investigative clarity, and surface recurring themes with structured evidence so they can be addressed systemically rather than case by case.
• Build reusable automation and tooling: Identify repetitive investigation or remediation work and replace it with scripts, stored procedures, or lightweight tooling. Reduce the team's reactive load over time.
• Mentor peers and the broader Support function: Mentor T2 engineers and your T3 peers, share what you learn, and contribute to team-level standards. You raise the technical bar by example and through coaching, not just by being good at your own work.
• Communicate complex issues clearly to customers and internal stakeholders: Confidently lead live troubleshooting calls when required, write clear customer-facing updates, and translate technical complexity into messaging that lands with the audience in the room.
• Use AI as an accelerator of judgment: Apply AI tooling to refine investigative approaches, validate hypotheses, detect patterns across case data, and improve documentation. AI is an accelerator of your expertise, not a substitute for it.

About You

• You have 5+ years of experience in technical support engineering, application support, or a closely related role in B2B SaaS, with meaningful time spent at the deepest tier of investigation.
• You write SQL confidently and safely. You can read execution plans well enough to know when a query is dangerous, you understand the difference between a SELECT and a destructive operation in a production context, and you have written stored procedures or similar reusable data-layer artefacts.
• You can read C# and .NET code. You do not need to be a working developer, but you can follow application logic in a code base, understand class structure and control flow, and identify where behaviour likely originates.
• You investigate with structure. You apply repeatable RCA techniques rather than guessing, and you can articulate your reasoning at each step.
• You write with precision. Your bug reports have enough detail for an engineer to act, and your customer communications are clear without being verbose.
• You think in systems. When you see a recurring issue, you ask why it keeps happening, not just how to close the next case.
• You manage your own queue without needing someone to chase you. Cases are progressed, customers are updated, and nothing sits stale.
• You handle difficult customer conversations calmly and professionally, including incidents where a defect has caused significant operational impact.
• You mentor naturally. You do not hoard knowledge, you do not gatekeep, and you understand that lifting the people around you is part of the senior role.
• You are genuinely curious about how software works and motivated by the puzzle of figuring out what went wrong.

Bonus points if you have:

• Experience in the accounting, tax, or professional services industry.
• Familiarity with practice management software, workflow tools, or CRM platforms.
• Hands-on experience with Microsoft SQL Server and writing or reviewing stored procedures.
• Have experience with Datadog, Elastic, or similar logging tools.
• Experience using Azure tooling (Application Insights, Log Analytics, Kusto/KQL, Service Bus, or similar) for investigation.
• Experience with Salesforce as a case management tool and Linear as an issue tracker.
• Hands-on experience triaging issues involving email integrations (Microsoft 365 or Exchange), OAuth, or third-party API integrations.
• Light scripting or development background (PowerShell, Python, C#) used for support automation or tooling.
• Experience at a high-growth SaaS company where processes were still being built.

Why work at Karbon?

• Gain global experience across Australia, New Zealand, UK, and Canada
• Strong benefits package including:
• Flexible Time Off with an encouraged 4 weeks use per year
• Company paid medical for you and eligible spouse/partner and dependents
• Paid dental and vision and eligible spouse/partner and dependents
• 401(k) with company matching
• Flexible Spending Account
• Up to 8 weeks paid parental leave
• Work-from-home stipend
• Work with (and learn from) an experienced, high-performing team
• A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
• Be part of a fast-growing company that firmly believes in promoting high performers from within

As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.

The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location/cost of living in that location, years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. The base salary is one component of the total compensation package, which for some roles may include a target bonus, for some roles very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you.

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at [contact via apply link] for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!