Senior Technical Support Engineer

Overview

Serve as a senior, customer-facing technical support engineer for top-tier customers, owning complex product issues from troubleshooting through resolution.

What you'll do

• Interact with customers to identify and resolve technical issues.
• Own customer cases end to end, including root-cause analysis and resolution.
• Reproduce customer problems and document product or service bugs.
• Collaborate with Support, Engineering, SRE, Product Management, and Customer Success.
• Lead escalation calls and create action plans for urgent customer issues.
• Mentor team members and create or review knowledge-base articles.
• Participate in weekend queue-manager, on-call, and public-holiday coverage.

What you'll need

• At least 8 years of related experience with a bachelor's degree, or equivalent experience.
• Strong verbal, written, listening, and presentation communication skills.
• Strong analytical, creative, inquisitive, resilient, and adaptive troubleshooting skills.
• Knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP, and proxies.
• Experience with Linux administration and troubleshooting.
• Experience with enterprise virtualization and cloud platforms including AWS, Azure, or Google Cloud Platform.
• Strong collaboration and teamwork skills.

Nice to have

• Support experience with identity and access management software.
• Computer Engineering, CIS, MIS, or Computer Science degree.

Details

• Remote in the United States.
• Preferred work location: US West Coast.
• Salary: $70,000–$100,000 yearly.