Technical Support Engineer

About the Role:

Are you a customer-focused problem solver with a passion for technology? We are seeking a Technical Support Engineer to provide exceptional support for our next-generation security solutions. This role is more than just troubleshooting—it's an opportunity to lead initiatives, solve complex technical challenges, and have a direct impact on our customers' success in a dynamic, agile environment.

What You'll Do:

Customer Support & Troubleshooting:

• Act as the primary technical point of contact for customers, ensuring timely and effective resolution of complex technical issues.
• Diagnose, troubleshoot, and resolve issues related to networking protocols, security solutions, and system configurations.
• Advocate for customers by understanding their environments, challenges, and goals, delivering tailored solutions to enhance their experience.

Escalation & Incident Management:

• Manage escalations, coordinating with engineering and product teams to address critical issues.
• Maintain detailed documentation of incidents, ensuring accurate reporting and comprehensive follow-ups.
• Identify opportunities to prevent future issues through proactive monitoring and problem analysis.

Process Improvement & Automation:

• Design and implement automation tools to improve efficiency in support processes and enhance customer satisfaction.
• Contribute to the development of internal tools and scripts to simplify troubleshooting and support workflows.

Collaboration & Knowledge Sharing:

• Work closely with cross-functional teams, including Customer Success, Product, and Engineering, to align technical strategies with customer needs.
• Develop and maintain knowledge base articles, technical guides, and best practices for internal and external audiences.
• Provide mentoring and guidance to junior support engineers, fostering a culture of continuous learning and improvement.

Technical Expertise:

• 5+ years of experience in Tier 2-3 technical support or a similar role, preferably in cybersecurity or networking.
• Strong proficiency with Linux systems, command-line tools, and networking fundamentals (e.g., TCP/IP, routing).
• Hands-on experience with troubleshooting network protocols, configurations, and deployments.
• Knowledge of programming languages like Python, Java, or Shell scripting is an advantage.

Problem-Solving & Communication:

• Exceptional analytical skills to identify root causes and develop effective solutions for complex technical challenges.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to diverse audiences.

Customer Focus:

• Proven ability to build strong relationships with customers, providing them with a high level of service and support.
• A proactive mindset, with a commitment to ensuring customer satisfaction and long-term success.