Product Support Engineer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Assisting the tier 3 technical support team with escalations while offering expertise in product knowledge.

• Addressing issues that could not be resolved by lower support tiers.

• Providing temporary solutions to alleviate product defects.

• Creating scripts for tailored configurations and solutions.

• Investigating software issues and collaborating closely with R&D and PM to prioritize and schedule necessary fixes.

• Enhancing the knowledge base and technical skills by offering product training and support to the team.

⛳️ Requirements

• Possess a degree in Computer Science or a related field, along with 5+ years of experience in a technical support role.

• Have over 3 years of experience as an escalation engineer within L3/L4 support teams, focusing on support/services for cloud-based solutions/SaaS.

• Understand TCP/IP, HTTP/S, and DNS with the capability to troubleshoot using tools such as Wireshark, browser developer tools, Fiddler, and log collectors (Kibana).

• Experience with various authentication methods including SAML, Kerberos, NTLM, OIDC, and OAuth2.

• Familiar with on-premises hypervisors like VMware and cloud-based IaaS platforms (Akamai, Linode, AWS, Azure, and GCE).

• Proficient in Linux systems, networking, and scripting (Python/API), and knowledgeable about NGINX.

🏝️ Benefits

• We prioritize your health, well-being, financial stability, and life outside of work.