Senior Technical Support Engineer

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

📋 Description

• Analyze and resolve intricate product-oriented technical support challenges.

• Troubleshoot enterprise architectures encompassing AI security, data discovery, classification, DLP workflows, and access analysis.

• Take ownership of support tickets from initial identification to resolution as the lead technical authority.

• Reproduce issues, confirm workarounds, enhance escalation quality, and minimize recurring issues through documentation and product insights.

• Develop scripts and create diagnostic tools to streamline troubleshooting, log parsing, and investigative processes.

• Collaborate with Product, Engineering, DevOps, and OCTO teams on root-cause investigations and systemic platform challenges.

• Produce reusable runbooks and technical documentation while ensuring accurate, actionable, and auditable case records.

• Integrate AI tools and agents into troubleshooting procedures and refine custom prompts.

• Advocate for customer needs and engage with technical teams and executive stakeholders.

• Mentor Tier 1 engineers on troubleshooting practices, ticket management, and escalation protocols.

⛳️ Requirements

• An associate degree or equivalent practical experience is required.

• A bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical discipline is preferred.

• A minimum of 3 years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or another customer-facing technical role.

• Experience in supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or infrastructure platforms.

• Hands-on experience with ticketing and escalation workflows using tools like Zendesk, Jira, Salesforce, Confluence, Slack, Teams, or similar systems.

• Working knowledge of SQL, APIs, logs, scripting concepts, web services, authentication, permissions, and cloud-based troubleshooting.

• Familiarity with data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, and remediation processes.

• Strong troubleshooting abilities to investigate complex issues from intake to resolution, reproduce problems, isolate root causes, document findings, and drive timely solutions across internal teams.

• Excellent written and verbal communication skills.

• Capacity to prioritize tasks based on severity, customer impact, technical complexity, SLA risk, and business urgency.

• Ability to operate independently in ambiguous situations.

• Willingness to participate in evening, weekend, holiday, or on-call coverage.

• Experience with scripting languages such as Python, Bash, or PowerShell and automating diagnostic workflows or log parsing.

• OS-level support experience for Windows and macOS endpoints, including MSI/agent installations via command line with OTP and deployment through Intune, Jamf, or SCCM.

• Experience configuring AV/EDR exclusions for CrowdStrike, Microsoft Defender, SentinelOne, or similar solutions.

• Understanding of local policy manifests, cloud policy evaluation, agent-to-cloud communication cadence, and IP allowlisting.

• Familiarity with classic and AI-specific DLP policies.

• Ability to interpret agent logs, workstation file paths, and data-scan results.

• Awareness of Claude, Cursor, GitHub Copilot, Codex, and MCP/tool-call concepts.

• Experience in analyzing logs, inspecting APIs and web services, working with SQL, and composing RCA summaries and runbooks.

• Preferred experience in cybersecurity, DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, vulnerability management, data privacy, or data protection.

• Preferred experience with AWS, Azure, GCP, cloud networking, IAM, databases, storage systems, SaaS integrations, or enterprise identity providers.

• Preferred experience with SSO, SAML, OAuth, SCIM, RBAC, service accounts, and troubleshooting permissions.

• Preferred experience in writing RCA summaries, defect reports, knowledge articles, troubleshooting runbooks, or escalation templates.

• Preferred experience mentoring junior support engineers or enhancing technical support workflows.

🏝️ Benefits

• Opportunity to work remotely, with reimbursement for office setup.

• Competitive salary.

• Unlimited PTO.

• Paid holidays and sick leave.

• Health, vision, and dental coverage.

• Life, short-term, and long-term disability insurance.

• Potential for merit-based salary increases based on individual or company performance, tenure, and other discretionary factors.