Customer Technical Support Engineer
4 days ago
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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