Senior Support Engineer – Engineering Production Support

VTS is looking for an experienced Senior Support Engineer to join our Engineering Production Support Team. The ideal candidate has a passion for customer support, meticulous attention to detail, and an inherent knack for troubleshooting complex systems. You’ll be on the front lines of our most challenging technical issues, working across the full VTS portfolio.

As a Senior Support Engineer, you will identify, triage, coordinate, and resolve escalated issues spanning software, hardware, and infrastructure. You’ll dive into logs, analyze code paths, collaborate closely with Product and Engineering, and help shape how we support our customers at scale. You’ll also work directly with test equipment in our NYC office to simulate, reproduce, and debug real-world customer environments.

If you’re energized by solving difficult technical puzzles, influencing product direction, and elevating how a company supports its customers, we’d love to hear from you.

** Please note that this opportunity is located in New York, NY, and requires this hire to work from our office four days a week. **

What you can expect as a Senior Support Engineer:

• Advanced troubleshooting & root cause analysis

• Own escalated, multi-system issues across web apps, services, and building integrations.

• Analyze logs, metrics, and traces (e.g., Datadog) to drive clear, actionable root cause analysis.

• Perform code-level and network-level investigation (browser dev tools, network inspector, API calls).

• Documentation, enablement & process

• Create and maintain SOPs, runbooks, and knowledge base articles to create self-serve solutions for others.

• Lead occasional training sessions on debugging techniques, tools, and best practices.

• Continuously improve support workflows and bug triage processes; represent the customer in roadmap discussions.

• Scripting, tooling & code contributions

• Build lightweight scripts and tools (primarily Python/JavaScript, plus MongoDB/SQL scripts) to speed up investigation and resolutions.

• Contribute small fixes and enhancements to codebases and provide constructive code review and mentorship to junior team members.

• This role offers the potential to move into development positions at VTS for those who excel and demonstrate strong technical growth.

• Hands-on lab & onsite work

• Install, configure, and maintain lab equipment used by support and QA to reproduce customer setups.

• Reproduce and debug issues for access control and other building systems; occasionally visit customer sites to troubleshoot directly.

What Makes You a Great Fit?

• 3+ years in advanced technical/production support, or similar Tier-2/Tier-3 support role.

• Strong track record troubleshooting complex issues involving APIs, services, and integrations.

• Ability to read and write JavaScript and provide best-practice guidance.

• Web debugging experience: comfortable with browser dev tools, viewing HTML/CSS, and inspecting network calls (requests/responses, headers, payloads).

• Solid understanding of networking fundamentals (HTTP, DNS, TLS basics, connectivity troubleshooting).

• Experience with databases, especially MongoDB (plus some SQL); able to write queries and basic scripts.

• Familiarity with logging/observability tools, ideally Datadog or Sentry.

• Experience working on a product with integrations and understanding REST APIs and GraphQL concepts.

• Familiarity with ticketing and bug triage workflows (e.g., Jira, Zendesk).

• Ability and willingness to work regularly on-site in the NYC office and travel occasionally to customer locations.

What Sets You Apart?

• Hands-on MongoDB scripting beyond basics.

• Retool development experience.

• Experience with access control / smart building systems, especially HID.

• Enjoy mentoring others on debugging, observability, and building a customer-first technical support culture.

What VTS Values & How We Show It

• Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees!

• Be Customer Obsessed - We’re employee obsessed too! VTS offers competitive compensation, comprehensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Not to mention the fun stuff - quarterly happy hours, wellness events, clubs, and team lunches!

• Be Curious - Benefit from a culture that promotes new learning. VTS offers an education stipend to all employees!

• Move as One - We work in an open floor plan to promote cross-functional collaboration.

• Take Ownership - Be an owner of the company you’re building with our equity packages.

• Appreciate the Difference - VTS embraces and celebrates diversity. We understand the importance of a strong work-life balance. We offer a flexible PTO policy, generous family leave program, and more!

ABOUT VTS

VTS is the industry's only technology platform that unifies owners, operators, brokers, and their customers across the commercial and residential real estate ecosystems. In 2013, VTS revolutionized the commercial real estate industry’s leasing operations with what is now VTS Lease. Today, the VTS Platform is the largest first-party insights and collaboration engine in the industry, transforming how strategic decisions are made and executed by real estate professionals across the globe.

With the VTS Platform, consisting of VTS Lease, VTS Market, VTS Activate, and VTS Data, every stakeholder in real estate is given real-time market information and workflow tools to do their job with unparalleled speed and intelligence. VTS is the global leader, with more than 60% of Class A office space in the U.S., and 13 billion square feet of office, residential, retail, and industrial space is managed through our platform worldwide. VTS is utilized by over 45,000 professionals and over 1.2 million total users each day, including industry-leading customers such as Blackstone, Brookfield Properties, LaSalle Investment Management, Hines, BXP, Oxford Properties, JLL, and CBRE.

VTS maintains offices in New York City, London, Toronto, Chicago.

To learn more about VTS and view our open roles, visit us at vts.com or follow us on Instagram (@WeAreVTS) or LinkedIn.

Pay Transparency

At VTS, we pride ourselves on articulating a clear and transparent philosophy around equitable, impartial compensation that will allow us to recruit and retain an exceptional team. The base salary is market-driven at the time of offer and is based on tier 1 market data. The salary for this role will range between $114,544 and $140,000 and is determined by several factors, including your skills, prior relevant experience, quality of interviews, leveling, and geography.

EEO Guidelines

VTS embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

All your information will be kept confidential according to EEO guidelines. For more information about what we collect and how we use it, please refer to the Candidate Privacy Statement.

If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know at [email protected]

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