Senior Support Engineer
Company: Sonar
Location: Austin
Posted on: February 16, 2026
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Job Description:
Job Description Job Description Who is Sonar? Sonar helps
prevent code quality and code security issues from reaching
production, amplifies developers' productivity in concert with AI
assistants, and improves the developer experience with streamlined
workflows. Sonar analyzes all code, regardless of who writes it —
your internal team, genAI, or third parties — resulting in more
secure, reliable, and maintainable applications. Rooted in the open
source community, Sonar’s solutions support over 30 programming
languages, frameworks, and infrastructure technologies. Today,
Sonar is used by 7M developers and 400K organizations worldwide,
including the DoD, Microsoft, NASA, MasterCard, Siemens, and
T-Mobile. We believe in developing great products that are
supported by great internal teams and a strong culture. We are
highly committed to and obsessed with the company, users, each
other, and our open source community. We have high standards and
hold each other accountable for acting with positivity, dedication,
thoughtfulness, empathy, and passion daily. We are deliberate with
our decisions with high clarity of intention. At the same time, we
feel extreme urgency and move forward quickly. And lastly, we are
highly effective and operationally efficient . We operate
collectively as One Team to accomplish our goals. At Sonar, CODE is
more than just an acronym – it's a mindset that defines daily
operations. Why You Should Apply: At Sonar, we’re a group of
brilliant, motivated, and driven professionals working hard to help
supercharge developers to build better, faster. Sonar helps to
continuously improve code quality and code security while reducing
developer toil. This means that developers can focus on doing more
of what they love and less of what they don’t. Our solutions don’t
just solve symptoms of problems – we help fix issues at the source
– for all code, whether it's developer-written, AI-generated, or
from third parties. We have a dynamic culture with employees
worldwide and hub offices in the USA, Switzerland, the UK,
Singapore, and Germany. Team members should be able to come to work
every day, work on a product they are proud of, love what they do,
and feel energized by their peers. With our roots deep in the open
source community, we’re all about the mission: supercharge
developers to build better, faster. The Impact You Will Have: As a
Principal Support Engineer, you are a master of your craft. You
have a deep understanding of the entire IT landscape, not just
individual devices. You act as a critical player in maintaining the
company's IT infrastructure and security. You are not just fixing a
single user's issue; you are diagnosing complex system-wide
problems and architecting solutions that prevent future issues. A
principal support engineer mentors junior team members, develops
best practices for the department, and serves as a key contributor
to the overall IT strategy. You are a proactive force for security
and stability, anticipating potential threats and fortifying the
company's systems before a breach can even occur. What You Will Do
Daily: You will manage the full lifecycle of employee IT support,
from onboarding to offboarding, for a global company. This includes
handling IT equipment logistics, user access management, and
ensuring data integrity. You'll serve as a senior point of contact
for daily IT incidents and service requests, resolving issues, and
identifying long-term solutions. Your role involves providing
on-site and remote support, including potential travel to different
office locations to assist with expansions or cover absences. A key
part of your work will be creating and maintaining comprehensive
documentation to empower users and streamline internal processes.
You'll also manage relationships with IT vendors and drive
continuous improvement by analyzing support data to enhance tooling
and policies. Finally, you'll oversee physical security systems,
such as access control and security cameras. The Experience You
Will Need: 10 years of progressively responsible experience in a
technical support or engineering role. This is a senior position
influencing global strategy; it requires a deep, proven track
record in global, fast-moving organizations. Proven ability to
handle complex, high-profile, and critical customer issues. This
includes managing and driving a resolution for technical problems
that have been escalated through multiple tiers of support.
Demonstrated experience in a leadership or mentorship capacity.
This is crucial. The Principal Engineer isn't just an individual
contributor; they are a "knowledge multiplier" who trains and
elevates the skills of others on the team. Experience in a "problem
prevention" and "root cause analysis" role. A Principal Engineer
doesn't just fix problems; they identify and address the underlying
issues to prevent them from recurring. This includes analyzing
trends, identifying system bottlenecks, and proposing long-term
solutions. Experience in creating and implementing support
processes and best practices. This includes developing internal
documentation, standard operating procedures, and knowledge base
articles that improve team efficiency and customer outcomes.
Demonstrated success in leading and driving continuous improvement
efforts. This could be a project to automate a repetitive task,
improve incident response time, or streamline a troubleshooting
process. The Technical Expertise You Will Need: Deep Subject Matter
Expertise (SME): Possesses an expert-level understanding of
end-user infrastructure and corporate domain architecture. Advanced
Troubleshooting and Debugging: Ability to navigate complex systems,
analyze logs and traces, develop ad hoc reporting. System-Level
Thinking: deep architectural views of how different systems and
components interact with each other to provide a service to our
internal customers. This is about seeing the "big picture" of the
IT infrastructure, not just a single endpoint. Automation and
Scripting: familiar with at least one scripting language (e.g.,
Python, PowerShell) to automate tasks, create diagnostic tools, and
improve operational efficiency. Cloud and Infrastructure Knowledge:
A strong understanding of cloud platforms (AWS, Azure, GCP),
virtualization, networking, and security concepts. Familiarity with
evaluation and support of AI tools for Helpdesk and Customer
workflows. Data Analysis: passion for analyzing available data and
system metrics (e.g., using tools like Datadog, Splunk) to identify
trends, pain points, and areas for improvement. The Leadership
Experience You Will Need: Mentorship and Coaching: Track record of
success teaching, guiding, and developing the skills of junior and
senior support engineers. Strategic Communication: Excellent
written and verbal English communication skills, with the ability
to articulate complex technical concepts to both technical and
non-technical audiences, including senior leadership and customers.
Proactive and Self-Driven: A self-starter who takes ownership of
issues and actively seeks out opportunities to improve processes
and prevent future problems. Consensus Building: The ability to
lead and influence diverse technical solution teams, building
consensus across multiple viewpoints and priorities. Why You Will
Love It Here: Our culture and mission set us apart. We have a
dynamic work culture that values respect and kindness and embraces
the right to fail (and get right back up again!). Great people make
a great company. We value people skills as much as technical skills
and strive to keep things friendly while still being passionate
leaders in our domains. We have a flexible work policy that
includes 3 days in-office and 2 days work-from-home each week for
those located near our office locations; some locations such as
Dubai, India, Japan and Australia operate fully remotely. We have a
growth mindset. We love learning and believe continuous education
is critical to our success. In an ever-changing industry, new
skills are necessary, and we're happy to help our team acquire
them. As the leader in our field, our products and services are as
strong as our internal team members. We embrace transparency with
regular meetings, cascading messages and updates on the growth and
success of our organization. Benefits of Working with Sonar:
Flexible comprehensive employee benefit package. We encourage usage
of our robust time-off allocations. You will receive 23 days of PTO
per calendar year (on a pro-rated basis depending on your
employment start date), with additional time provided for sickness,
life events and holidays. We offer an exciting 401(k) plan that has
a 4% match, fully vested on day one of participation. Generous
discretionary Company Growth Bonus, paid annually. Fully paid
parking in the heart of downtown Austin, Texas. Global workforce
with employees in 20 countries representing 35 unique
nationalities. We have an annual kick-off somewhere in the world
where we meet to build relationships and goals for the company.
Monthly catered events, and team events. We Value Diversity,
Equity, and Inclusion: At Sonar, we believe that our diversity is
our strength. We are a global company that values and respects
different backgrounds, perspectives, and cultures. We are committed
to fostering a diverse and inclusive work environment where
everyone feels valued and empowered to contribute their best. We
are proud to be an equal opportunity employer and welcome all
qualified applicants, regardless of race, color, religion, gender,
gender identity or expression, sexual orientation, national origin,
genetics, disability, age, or veteran status. All offers of
employment at Sonar are contingent upon the precise results of a
comprehensive background check and reference verification conducted
before the start date. We do not currently support visa candidates
in the US. Applications that are submitted through agencies or
third party recruiters will not be considered. We may use
artificial intelligence (AI) tools to support parts of the hiring
process, such as reviewing applications, analyzing resumes, or
assessing responses. These tools assist our recruitment team but do
not replace human judgment. Final hiring decisions are ultimately
made by humans. If you would like more information about how your
data is processed, please contact us.
Keywords: Sonar, Pflugerville , Senior Support Engineer, IT / Software / Systems , Austin, Texas
