Senior Technical Support Engineer

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

📋 Description

• Engage with customers in a professional and efficient manner to identify and resolve technical challenges.

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

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

• Interact with customers and partners using online support tools, as well as audio and video calls, including screen-sharing sessions.

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

• Reproduce customer issues internally and assist in the development and testing of solutions.

• Document bugs that impact customers in collaboration with the Engineering team.

• Provide insights and suggestions to training and documentation teams.

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

• Prioritize tasks effectively and maintain strong time management.

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

• Lead escalation calls and formulate action plans to address customer issues.

• Mentor team members, assist with complex tickets, and create and review knowledge base articles.

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

• Enhance existing processes and propose new process improvements.

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

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

⛳️ Requirements

• A technical degree in Computer Engineering, CIS, MIS, or Computer Science is preferred.

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

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

• Strong analytical and creative problem-solving skills.

• Comprehensive 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.

• Strong teamwork and collaboration abilities.

• Experience with IAM software support is preferred.

• Preferred work location is the US West Coast.

🏝️ Benefits

• Flexible and collaborative work environment.

• Employee Resource Groups.

• Regular team and company bonding events.

• Competitive benefits and perks.

• Global volunteering and community initiatives.

• Generous paid time off and holiday schedule.

• Parental leave.

• Progressive healthcare options.

• Retirement programs.

• Opportunity for education reimbursement.

• Commuter offset available for specific locations.