Customer Technical Support Engineer

4 days ago


Austin, United States DauTech Full time

We are excited to present an exclusive opportunity to join a cutting-edge, pre-IPO SaaS company specializing in AI-driven threat detection and response. This organization is at the forefront of cybersecurity innovation, offering long-term growth potential and the chance to make a significant impact in a fast-moving environment.


As a Technical Customer Support Engineer, you will be instrumental in ensuring exceptional customer experiences by diagnosing and resolving complex issues, collaborating with cross-functional teams, and contributing to the development of robust support processes and documentation. This is a remote position based in the United States.


Responsibilities

  • Triage and resolve customer issues as part of a third-tier technical support team.
  • Conduct deep diagnostics, including lab reproductions and source code analysis.
  • Collaborate with engineering teams to develop workarounds and permanent solutions.
  • Engage with customers and internal teams via email, phone, and remote sessions.
  • Document and create customer-facing content, such as knowledge base articles and how-to guides.
  • Identify and prioritize solutions to enhance customer satisfaction and product functionality.
  • Provide occasional on-call support during weekends and national holidays.


Required Experience

  • Technical Expertise: 5+ years in technical support or escalation engineering roles.
  • Linux Systems: Advanced understanding of Linux system management, operation, and application stacks.
  • Networking: Strong knowledge of the TCP/IP protocol suite, including packet capture analysis.
  • Security Knowledge: Familiarity with modern security technologies and risks.
  • Database Basics: Experience with SQL and non-SQL databases.
  • Global Support: Experience supporting international customers across varied environments.


Preferred Skills

  • Programming and scripting (Python, bash).
  • Knowledge of virtual and cloud environments.
  • Expertise in security appliances, data interchange, and enterprise networks.
  • Proactive problem-solving and process improvement capabilities.


Tech Stack

  • Linux, TCP/IP networking.
  • SQL and non-SQL databases.
  • Scripting with Python or bash.
  • Exposure to virtual environments, cloud platforms, and security tools.


Compensation and Benefits

  • Comprehensive benefits, including health insurance, retirement plans, and wellness services.
  • Equity participation through stock options.
  • Generous time-off policy and an employee recognition program.


This is a unique chance to join a collaborative and innovative team at a company that values integrity, teamwork, and customer-first principles. If you're a problem-solver who thrives on technical challenges and is passionate about cybersecurity, we encourage you to apply


Note: This position is with a confidential client. Details about the company and role will be provided during the application process. This is a direct hire opportunity offering the chance to join a dynamic organization committed to delivering exceptional customer experiences and tackling complex technical challenges.



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