Senior Customer Support Engineer

Minimum 5 years of experience providing tier 2/3 technical support. Bachelor’s degree or above in Computer Engineering, Computer Science, or related technical field. Fluent in English. Experience in scripting languages (e.g., Bash, Python) for automation. Knowledge of Linux, Windows, and MacOS operating systems. Experience with ticket management systems (e.g., Zendesk, JIRA Service Desk, Freshdesk). Knowledge of cybersecurity technologies at network and application layers. Understanding of Software Development processes. Ability to apply critical thinking and problem-solving skills. Proven ability to communicate professionally and empathetically with customers. Ability to clearly explain technical concepts with step-by-step instructions. Eagerness to stay up-to-date with industry trends and technologies. Experience in a startup environment, being a team player. Proactive, reliable, driven, flexible, and adaptable with willingness to work flexible shifts. Inquisitive nature.

Provide expert-level technical support to customers via email, phone, chat, or remote sessions. Troubleshoot technical issues using remote access tools and diagnostic utilities. Guide customers through product configuration, installation, and usage. Collaborate with development, QA, and product management teams. Develop and maintain product understanding for accurate customer inquiries. Assess complex technical situations and provide innovative solutions. Identify and address common customer problems with product/development teams. Document customer interactions, issues, and solutions in a knowledge base. Create and update troubleshooting guides and FAQs. Gather customer feedback for product improvements. Escalate critical issues to higher-level support or development teams. Advocate for customer needs and ensure satisfaction. Monitor and report on key customer support performance metrics.