Are you a customer-focused problem solver with a passion for technology? We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions. This role is more than just troubleshootingit's an opportunity to lead initiatives, solve complex technical challenges, and have a direct impact on our customers' success in a dynamic, agile environment.
What You'll Do:
Customer Support & Troubleshooting:
Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues.
Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations.
Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience.
Escalation & Incident Management:
Manage escalations, coordinating with engineering and product teams to address critical issues.
Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups.
Identify opportunities to prevent future issues through proactive monitoring and problem analysis.
Process Improvement & Automation:
Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction.
Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows.
Collaboration & Knowledge Sharing:
Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs.
Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences.
Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement.
What You'll Do:
Customer Support & Troubleshooting:
Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues.
Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations.
Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience.
Escalation & Incident Management:
Manage escalations, coordinating with engineering and product teams to address critical issues.
Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups.
Identify opportunities to prevent future issues through proactive monitoring and problem analysis.
Process Improvement & Automation:
Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction.
Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows.
Collaboration & Knowledge Sharing:
Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs.
Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences.
Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement.
Requirements:
Technical Expertise:
5+ years of experience in Tier 2-3 technical support or a similar role, preferably in cybersecurity or networking.
Strong proficiency with Linux systems, command-line tools, and networking fundamentals (e.g., TCP/IP, routing).
Hands-on experience with troubleshooting network protocols, configurations, and deployments.
Knowledge of programming languages like Python, Java, or Shell scripting is an advantage.
Problem-Solving & Communication:
Exceptional analytical skills to identify root causes and develop effective solutions for complex technical challenges.
Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to diverse audiences.
Customer Focus:
Proven ability to build strong relationships with customers, providing them with a high level of service and support.
A proactive mindset, with a commitment to ensuring customer satisfaction and long-term success.
Technical Expertise:
5+ years of experience in Tier 2-3 technical support or a similar role, preferably in cybersecurity or networking.
Strong proficiency with Linux systems, command-line tools, and networking fundamentals (e.g., TCP/IP, routing).
Hands-on experience with troubleshooting network protocols, configurations, and deployments.
Knowledge of programming languages like Python, Java, or Shell scripting is an advantage.
Problem-Solving & Communication:
Exceptional analytical skills to identify root causes and develop effective solutions for complex technical challenges.
Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to diverse audiences.
Customer Focus:
Proven ability to build strong relationships with customers, providing them with a high level of service and support.
A proactive mindset, with a commitment to ensuring customer satisfaction and long-term success.
This position is open to all candidates.
