Technical Support Engineer

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

📋 Description

• Acts as the main technical liaison for clients, proactively reaching out through calls and written correspondence to diagnose problems, build trust, and foster strong working relationships.

• Addresses customer inquiries within established SLAs, prioritizing based on business impact and urgency.

• Clearly and professionally conveys technical information, adjusting explanations to align with the customer's technical expertise.

• Delivers timely, precise, and actionable updates that correspond with incident severity and communication protocols.

• Guides customers on product usage, best practices for configuration, and operational advice to mitigate future issues.

• Manages support cases from start to finish, ensuring detailed, accurate documentation within the support CRM system.

• Creates comprehensive case summaries that outline the root cause, troubleshooting efforts, and final resolution to facilitate knowledge sharing.

• Collaborates efficiently within SWARM models to address complex challenges while meeting SLA expectations.

• Utilizes lab environments to replicate customer issues, validate hypotheses, and test potential solutions.

• Independently troubleshoots the majority of cases, leveraging experience, documentation, internal tools, and external research.

• Detects recurring or systemic issues and proactively suggests corrective or preventative enhancements.

• Writes and contributes to both internal and external knowledge base articles to decrease resolution times and enhance support scalability.

• Shares insights, lessons learned, and configuration recommendations across the team to bolster collective expertise.

• Demonstrates thorough knowledge of supported products and underlying technologies, with the capability to mentor and assist colleagues.

• Resolves advanced and non-standard technical challenges within designated product areas.

• Applies domain knowledge to assess complex environments, configurations, and integrations.

• Offers advanced advice on product configurations, deployment strategies, and operational best practices.

• Maintains expertise in key technical areas relevant to the position and applies that knowledge to address real-world customer issues.

• Follows escalation protocols appropriately to ensure visibility, alignment, and quick resolution of high-impact or intricate issues.

• Collaborates with Regional Managers and SWARM teams to facilitate the resolution of challenging cases and major incidents.

• Constructs and maintains lab environments as necessary to replicate, diagnose, and resolve critical issues.

• Contributes to internal training through advanced sessions and technical knowledge sharing.

• Identifies potential for process enhancements and operational efficiency within the support function.

• Works alongside leadership and cross-functional teams to enhance tools, workflows, and customer outcomes.

• Supports initiatives aimed at streamlining processes and enhancing overall support efficacy.

⛳️ Requirements

• Bachelor’s degree or equivalent practical experience.

• Over 3 years of hands-on technical support or engineering experience in a customer-facing role.

• Proven capability to manage multiple customer cases with minimal supervision while upholding high service standards.

• Excellent customer communication skills, including the confidence to engage clients via phone and written communication.

• Demonstrated dedication to customer satisfaction and operational excellence.

• Proficiency in log analysis and troubleshooting.

• Fundamental knowledge of databases, including SQL queries and table analysis.

• Familiarity with Linux operating systems.

• Experience with Windows Server environments.

🏝️ Benefits

• Second Fridays (a company-wide day off on the second Friday of each month, except for November and December of 2025 due to the holiday schedule). Please note that this benefit is subject to change.

• Comprehensive global benefit coverage.

• Generous global paid parental leave.

• Competitive global time off policy.

• Dedicated employee-focused ambassadors through Key Contributors & Culture Committees.

• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.

• The Keyfactor Alliance Program to support DEIB initiatives.

• Wellbeing resources, wellness allowance, free membership to a mindfulness app, and Wellness Wednesdays.

• Global Volunteer Day, company non-profit matching, and three volunteer days off.

• Monthly talent development and cross-functional meetings to encourage professional growth.

• Regular All Hands meetings followed by group gatherings.