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 creation-validating 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

You're 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.

#LI-MW1

What's in it For You?

• Hybrid Work Model: We've 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 tomorrow's 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.

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.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

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 atHR.Leave-Expert@thomsonreuters.com. 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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More information about Thomson Reuters can be found on thomsonreuters.com.