Product Support Engineer

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

📋 Description

• Delivering escalation support to address issues that lower support tiers were unable to resolve.

• Evaluating software problems and collaborating closely with R&D and PM to prioritize and schedule their resolutions.

• Acting as a Subject Matter Expert (SME) and Technical Lead in both internal and external communications.

• Overseeing partner integrations and providing Beta Support.

• Engaging in our on-call rotation, approximately two times per quarter.

⛳️ Requirements

• Minimum of 5 years in a technical support role.

• Bachelor's degree in Computer Science or a related field, or equivalent experience.

• At least 5 years of experience as an escalation engineer within L3/L4 support teams for cloud-based solutions.

• Proficient in troubleshooting issues using tools such as Wireshark, browser developer tools, Fiddler, and log collectors.

• Solid understanding of HTTP/S, TLS/SSL, reverse proxy, and associated web technologies.

• Experience with DNS and authentication mechanisms including SAML, Kerberos, NTLM, OIDC, and OAuth2.

• Knowledge of TCP/IP, Linux systems, networking products, and Microsoft Server technologies.

• Comfortable working with Linux systems, shell commands, Python scripting, virtualization (VMware, AWS, Azure, Linode), and container-based deployment (Kubernetes or Docker).

• Eligible to obtain a Secret Security Clearance.

🏝️ Benefits

• Healthcare coverage.

• 401K savings plan.

• Company holidays.

• Paid time off (PTO) for vacations.

• Sick leave.

• Family-friendly benefits, including parental leave.

• Employee assistance program focused on mental and financial wellness.