Senior Technical Support Engineer

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

📋 Description

• Engage with customers to identify and resolve technical challenges.

• Achieve or surpass expectations regarding response quality, timeliness, and overall customer experience.

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

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

• Collaborate with Support, Engineering, Site Reliability Engineers (SREs), Product Management, and Customer Success teams.

• Reproduce customer issues internally to devise and test solutions.

• Document bugs affecting customers in collaboration with the Engineering team.

• Provide insights to training and documentation teams.

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

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

• Lead escalation meetings and assist in formulating action plans.

• Mentor team members, aid with complex support tickets, and create/review knowledge base articles.

• Develop expertise in the product/service and the interconnections across the platform.

• Enhance existing processes and establish new ones to improve customer experience.

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

• Act as the first point of contact for urgent tickets and customer concerns.

⛳️ Requirements

• Preferred technical degrees include Computer Engineering, Computer Information Systems, Management Information Systems, or Computer Science.

• At least 8 years of relevant experience with a Bachelor’s degree or equivalent experience.

• Exceptional verbal, written, and listening communication abilities.

• Strong analytical and innovative troubleshooting skills.

• Thorough knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP, and Proxies.

• Experience in Linux administration and troubleshooting.

• Familiarity with virtualization in an enterprise setting.

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

• Prior experience with IAM software is preferred.

• Preferred work location is the US West Coast.

🏝️ Benefits

• Generous PTO & Holiday Schedule.

• Parental Leave.

• Progressive Healthcare Options.

• Retirement Programs.

• Opportunity for Education Reimbursement.

• Commuter Offset (Specific locations).

• Employee Resource Groups.

• Regular company and team bonding events.

• Global volunteering and community initiatives.

• Flexible, collaborative work environment.