Technical Customer Support Engineer

Join our team as a Technical Customer Support Engineer, where you will be responsible for ensuring a positive customer experience throughout their support interactions. You will work in a customer-facing third-tier support queue, diagnose complex customer issues, engage with customers and the Sales organization, and collaborate with Engineering teams.

Responsibilities

• You will also develop support processes, tools, and documentation, and create customer-facing content.
• Diagnostiquer en profondeur les problèmes des clients, y compris la reproduction en laboratoire et l'analyse du code source.
• Collaborer avec les équipes d'ingénierie pour fournir des solutions rapides et de haute qualité.
• Initiative to proactively identify new issues and drive their resolution
• Proactively identify problem areas and be responsible for driving their resolution

Requirements

• This role requires at least 5 years of experience in technical support and/or escalation engineering, expertise in Linux-based systems, and a good understanding of cloud environments.
• Assurer une expérience client positive tout au long du cycle de vie des interactions de support.
• Must be a U.S. Citizen
• Basic understanding of SQL and non-SQL databases

Some exposure to virtual environments

• Excellent understanding of TCP/IP network protocol suite including packet capture analysis
• Experience in diagnosis and resolution of complex customer issues

Good understanding of current security technologies and risks

• Able to work as part of a geographically dispersed global Support team
• At least 5 years working in a technical support and/or escalation engineer role
• Some exposure to cloud environments and support of cloud/SaaS applications
• Expertise in Linux-based systems, their management, operation and application stacks
• Strong experience supporting an international customer base
• Scripting/programming, especially in Python and the bash shell
• Design and understanding of enterprise and data-center networks
• Good understanding of SQL and non-SQL databases
• Good understanding of virtual environments
• Good understanding of cloud environments
• Experience in security appliances and security software

Experience in data interchange between dissimilar systems

• Demonstrated ability to use AI-enabled tools to improve productivity, quality, decision-making, and customer outcomes—for example, ChatGPT Enterprise, Microsoft Copilot and AI-enabled analytics tools
• Comfortable using AI for practical work such as drafting customer communications, summarizing cases, analyzing trends, preparing reports, researching technical issues, and automating routine workflows
• Able to critically validate AI-generated outputs, apply sound judgment, and protect confidential and customer information
• Identifies opportunities to responsibly embed AI and automation into team processes and supports adoption of approved tools

Pay

USD 80,000 - 90,000