Technical Support Engineer, TSE

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

📋 Description

• Take ownership of intricate customer issues from initial intake and triage to resolution and follow-up, which includes customer communication and documentation.

• Manage high-stakes customer escalations; facilitate coordination, updates, and restoration efforts.

• Diagnose enterprise networking and visibility challenges, encompassing TCP/IP, DNS, DHCP, ARP, VLANs, routing/switching, SNMP, SPAN/TAP, and associated packet/flow behavior.

• Evaluate logs, packet captures, system behavior, and API responses to identify root causes.

• Troubleshoot Linux-based appliances and enterprise infrastructure, covering services, permissions, resource utilization, networking, and certificates.

• Address issues related to SaaS, REST APIs, authentication, certificates, and third-party integrations.

• Reproduce customer issues and supply Engineering with evidence, including reproduction steps, logs/pcaps, timelines, and environmental details.

• Convey technical findings, customer impact, workarounds, and resolution strategies to both technical and non-technical stakeholders.

• Develop and preserve technical documentation, knowledge base articles, and runbooks.

• Guide other engineers and enhance support processes to minimize recurring incidents and improve resolution times.

⛳️ Requirements

• Over 6 years of experience in Technical Support Engineering, Systems Engineering, Network Engineering, SRE, DevOps, or related roles in production environments.

• Strong foundational knowledge of enterprise networking and practical troubleshooting experience.

• Proficient in Linux troubleshooting and command-line operations.

• Experience in troubleshooting REST APIs, HTTP/HTTPS, SAML, OAuth, and certificates.

• Familiarity with VMware vSphere / ESXi / vCenter or comparable virtualization technologies.

• Hands-on experience with tools like Wireshark, tcpdump, curl, Postman, and strong log-analysis capabilities.

• Demonstrated ability to manage production issues and high-severity escalations with urgency and accountability.

• Exceptional written and verbal communication skills; capable of producing clear technical updates and documentation.

• Ability to work autonomously while effectively collaborating across Engineering and Product teams.

• Preferred: Experience in IoT, IoMT, OT, network security, or network visibility fields.

• Preferred: Knowledge of enterprise network management/monitoring platforms.

• Preferred: Familiarity with Kafka, Cassandra, PostgreSQL, or distributed systems.

• Preferred: Experience with ticketing/support tools such as ServiceNow, Jira, or Zendesk.

🏝️ Benefits

• Engage with advanced security and visibility technology as part of a cooperative, remote-first team.

• Professional growth opportunities through training, mentorship, and peer collaboration.

• Chance to influence customer experience and outcomes in a rapidly growing company tackling genuine enterprise challenges.