Technical Customer Support Engineer

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

📋 Description

• Manage a customer-facing third-tier support queue.

• Conduct in-depth diagnostics of customer issues, including lab reproduction and source-code analysis.

• Assess customer impact and prioritize solutions both within and outside the Support team.

• Interact with customers and Sales via email, telephone, and remote management platforms such as WebEx, Zoom, and GoToMeeting.

• Collaborate with Engineering teams to deliver timely, high-quality workarounds and solutions.

• Identify, assess, and document enhancements for products, hardware, software, and processes.

• Create Support processes, tools, and documentation.

• Develop customer-facing materials such as knowledge bases and how-to guides.

• Provide limited on-call or out-of-hours support during weekends and national holidays.

• Work together with colleagues on investigations and escalations.

• Facilitate cross-functional collaboration and communication.

⛳️ Requirements

• Significant experience supporting an international customer base.

• Minimum of 5 years in a technical support and/or escalation engineer role.

• Proven experience in diagnosing and resolving complex customer issues.

• Proficiency in Linux-based systems, including their management, operation, and application stacks.

• Solid understanding of current security technologies and associated risks.

• Excellent knowledge of the TCP/IP network protocol suite, including packet capture analysis.

• Basic knowledge of SQL and non-SQL databases.

• Ability to work as part of a geographically distributed global Support team.

• Initiative to proactively identify new issues and drive their resolution.

• Some familiarity with virtual environments.

• Some exposure to cloud environments and support of cloud/SaaS applications.

• Must be a U.S. Citizen.

• Proven ability to leverage AI-enabled tools to enhance productivity, quality, decision-making, and customer outcomes.

• Comfortable using AI for drafting customer communications, summarizing cases, analyzing trends, preparing reports, researching technical issues, and automating routine workflows.

• Capable of critically validating AI-generated outputs, exercising sound judgment, and safeguarding confidential and customer information.

• Able to identify opportunities to responsibly integrate AI and automation into team processes and support the adoption of approved tools.

🏝️ Benefits

• Competitive base pay.

• Eligibility for an incentive plan.

• Participation in the employee equity plan (stock options).

• Health care insurance.

• Income protection/life insurance.

• Access to retirement savings plans.

• Behavioral and emotional wellness services.

• Generous time off.

• Comprehensive employee recognition program.