Senior Technical Support Engineer

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Engage with customers to identify and resolve technical challenges.

• Strive to meet or surpass customer expectations regarding response quality, timeliness, and overall experience.

• Take ownership of assigned customer issues from start to finish, including troubleshooting, root-cause analysis, and resolution.

• Communicate with customers and partners via online support tools, audio/video calls, and screen-sharing sessions.

• Collaborate with Support, Engineering, SRE, Product Management, and Customer Success teams.

• Reproduce customer issues internally to develop and test solutions.

• Document product/service defects with the Engineering team.

• Provide constructive feedback to training and documentation teams.

• Adhere to best practices and processes related to ISO27001/9001 compliance, security incidents, and data breaches.

• Manage workload effectively and maintain accurate timekeeping.

• Share knowledge with team members and customers.

• Participate in weekend queue management/on-call schedules and provide coverage during public holidays.

• Lead escalation calls and assist in formulating customer issue action plans.

• Mentor team members and create/review knowledge base articles.

• Develop expertise in product/service areas and understand platform interdependencies.

• Drive process enhancements through business and technical analysis.

• Lead by example through challenging issues.

• Contribute to the technical screening, interviewing, and selection of new team members.

• Enhance contributions to the product/service and the broader global team.

• Act as the primary point of contact for urgent tickets and customer issues.

⛳️ Requirements

• A minimum of 8 years of relevant experience with a Bachelor’s degree; or equivalent experience.

• Preferred technical degrees include Computer Engineering, CIS, MIS, or CS.

• Exceptional verbal, written, listening, and presentation communication skills.

• Strong analytical and creative problem-solving abilities.

• In-depth knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP, and proxies.

• Experience in Linux administration and troubleshooting.

• Familiarity with virtualization in an enterprise context.

• Experience with cloud platforms such as AWS, Azure, and Google Cloud Platform.

• Strong collaboration and teamwork abilities.

• Preferred experience with IAM software support.

• Willingness to participate in weekend queue management/on-call schedules and scheduled public holiday coverage.

• Preferred work location: US West Coast.

🏝️ Benefits

• Flexible, collaborative work environment.

• Employee Resource Groups.

• Regular company and team bonding events.

• Competitive benefits and perks.

• Global volunteering and community initiatives.

• Generous PTO & Holiday Schedule.

• Parental Leave.

• Progressive Healthcare Options.

• Retirement Programs.

• Opportunity for Education Reimbursement.

• Commuter Offset (Specific locations).