Senior Technical Support Engineer

About the role

You will join the APJ support team to manage high-level technical inquiries and drive improvements across our support infrastructure. This role involves acting as a subject matter expert, mentoring team members, and partnering with product and engineering groups to refine the customer experience.

Key facts

What you'll do

• Resolve complex and ambiguous technical issues related to our platform, SDKs, and integration patterns.
• Act as the primary escalation point for the APJ region, providing guidance and driving cases to resolution.
• Analyze support trends to improve internal documentation, tooling, and workflows.
• Partner with product and engineering teams to address bugs and influence feature prioritization based on customer feedback.
• Mentor junior staff and contribute to team onboarding and knowledge sharing.
• Lead cross-functional initiatives that extend the impact of the support organization.

Requirements

• Minimum of 8 years of professional experience in software engineering, technical support, or a similar customer-facing technical role.
• Proven ability to resolve complex, multi-variable technical problems independently.
• Proficiency in at least one programming language such as Node.js, Java, or PHP.
• Strong understanding of modern software delivery practices.
• Ability to manage your own work and define methods for new or undefined tasks with minimal oversight.
• Excellent communication skills with the ability to advise both technical and non-technical stakeholders.
• Experience building relationships and influencing outcomes across different teams.
• Must be based in Australia and available during APJ business hours.

Skills & tools

• Node.js
• Java
• PHP
• LaunchDarkly SDKs
• Feature management workflows

Practical notes

• Target pay range: AUD 135,000 to 186,000.
• Compensation includes Restricted Stock Units (RSUs), medical, dental, and vision insurance, and mental health benefits.
• This is a remote-friendly position.
• If you require a disability accommodation, please submit a request via the official LaunchDarkly accommodations form.
• Protect yourself from recruitment scams by ensuring all communication originates from an official @launchdarkly.com email address. We never request fees or banking information prior to a formal job offer.