Support Engineer

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

📋 Description

• Deliver Tier 2/3 technical assistance for both customers and internal teams.

• Diagnose operating systems such as Windows, Linux, and macOS.

• Address issues on cloud platforms including AWS, Azure, and GCP.

• Resolve challenges within application stacks like Python, PostgreSQL, Nginx, and Node/npm ecosystems.

• Recreate customer issues in testing environments and ascertain root causes.

• Create and document remediation procedures, runbooks, and knowledge base articles.

• Collaborate with Engineering, DevOps, and Product teams to escalate and remedy bugs.

• Assist with deployments, upgrades, and migrations.

• Enhance support processes, tools, and automation.

⛳️ Requirements

• 3–7+ years of experience in technical support, systems engineering, or comparable roles.

• Exceptional troubleshooting abilities across multi-platform and cloud environments.

• Comprehensive understanding of networking principles, including DNS, HTTP/S, ports, firewalls, proxies, load balancers, SSL/PKI, REST APIs, and JSON.

• Familiarity with system logs and monitoring tools.

• Knowledge of cloud logging infrastructure.

• Experience in crafting technical documentation, troubleshooting guides, and customer-facing remediation procedures.

• Excellent written and verbal communication skills.

• Basic knowledge of Terraform or similar Infrastructure-as-Code tools (preferred).

• Scripting experience in Python, Ruby, PowerShell, or similar languages (preferred).

• Background in digital forensics and incident response fields (preferred).

• Familiarity with using EDRs, SOARs, and MDMs (preferred).

• Capability to replicate issues on virtualization platforms (preferred).

• Understanding of enterprise authentication methods such as LDAP, SAML, and IPA (preferred).

• Proficiency in troubleshooting network file shares, cloud storage, and auto-scaling groups (preferred).

• Skillful use of web developer tools and proxies like Burp Suite and/or Postman (preferred).

🏝️ Benefits

• Benefits, equity, and a professional development budget are part of the total compensation discussion.

• Remote work opportunity (USA).