Senior Technical Support Engineer - Shifted Work Week

Overview

Senior Support Engineer in a customer-facing role supporting top tier customers, resolving technical issues and keeping products operating continuously, on a shifted Thursday to Monday work week.

What you'll do

• Interact with customers professionally and efficiently, helping them identify and resolve technical issues.
• Meet or exceed customer expectations on response quality, timeliness and overall customer experience.
• Take end-to-end ownership of assigned customer issues, including initial troubleshooting, root cause identification and issue resolution.
• Reproduce customer problems internally to enable development and testing of a resolution.
• Collect information and document bugs with Engineering for product or service issues impacting customers.
• Communicate with customers and partners through the online support tool, audio and video calls, and screen-sharing sessions.
• Collaborate with Support, Engineering, SREs, Product Management and Customer Success teams.
• Lead escalation calls when required, briefing stakeholder management and assisting in action plans to resolve customer issues quickly.
• Provide feedback to training and documentation teams so common or emerging issues are addressed early.
• Ensure best practices and processes are followed, especially ISO27001/9001 compliance, security incidents and data breaches.
• Participate in weekend queue manager/on-call rosters and scheduled public holiday coverage.
• Mentor team members, help with complex tickets, and create and review knowledge base articles.
• Contribute to technical screening, interviewing and final selection of new team members.
• Serve as the first point of call for urgent tickets and customer issues.

What you'll need

• Minimum of 8 years of related experience with a Bachelor's degree; or equivalent experience.
• Excellent communication: verbal, written and listening skills, presenting confidently and knowing the audience.
• Excellent troubleshooting: analytical, creative thinking, inquisitive, resilient and adaptive.
• Solid knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP and proxies.
• Experience working with Linux (administration and troubleshooting).
• Experience with virtualization in enterprise environments.
• Experience with cloud-based platforms (AWS, Azure, Google Cloud Platform).
• Strong collaboration and teamwork skills.

Nice to have

• Technical degree in Computer Engineering, CIS, MIS or CS.
• Support experience with IAM (Identity Access Management) software.

Details

• Work schedule: Thursday to Monday shift, with hours set to normal business hours in your regional time zone under a follow-the-sun model.
• Preferred work location: US West Coast.
• Location line: USA - Remote.