Technical Support Engineer

Our Technical Support Engineering team is the backbone of customer success, providing expert assistance and driving efficient solutions to complex technical challenges globally. We are a collaborative group of problem-solvers focused on delivering exceptional support. The team values innovation, teamwork, and a commitment to continuous process improvement in a fast-paced environment.

Responsibilities

• Serve as the primary point of contact and case manager for all assigned tickets, acting as an escalation point for other teams and striving for one-touch resolution.
• Analyze, troubleshoot, and resolve complex technical incidents, interpreting customer product usage questions to provide detailed and timely answers.
• Create and maintain comprehensive technical documentation, including internal and external knowledge base articles.
• Write detailed and thorough escalation notes for transfer to senior engineering teams and provide feedback to management for process and procedural improvements.

Qualifications

Minimum Qualifications

• 3+ years of professional experience in a Technical Support role within a software or technology business.
• Proven experience in in-depth software troubleshooting, demonstrating a strong sense of ownership and a customer-centric approach.
• Understanding of networking fundamentals (e.g., TCP/IP, routing, firewall rules) and the ability to use system-level tools for network validation.
• Proficiency in navigating and performing basic tasks within a Linux Shell in an enterprise environment.
• Experience troubleshooting and resolving issues related to RESTful APIs, TLS, and Certificates.

Preferred Qualifications

• Experience reading or writing code, with a strong preference for Python.
• Ability to effectively analyze application logs and data sets for troubleshooting and issue resolution.
• Experience with database platforms and the ability to troubleshoot reading from databases.
• Ability to build and utilize cURL commands as a troubleshooting tool.
• Experience with platforms such as MongoDB, Docker, or OpenVPN.
• Familiarity with AI tools and LLMs (e.g., Claude, ChatGPT, Copilot) and their use to accelerate troubleshooting, log analysis, scripting, or documentation is an advantage.

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