Technical Customer Support Engineer

New

JobgetherCybersecurity technology

Opportunity to work remotely within the United StatesFull-TimeMiddle

Salary$80,000–$90,000 USD in base compensation

Apply NowOpens the employer's application page

Job Details

Experience: At least 5 years of experience in technical support, escalation engineering, or a closely related technical customer-facing role
Required Skills: PythonSQLBashLinux

At least 5 years of experience in technical support, escalation engineering, or a closely related technical customer-facing role.
Strong experience supporting an international customer base.
Demonstrated ability to diagnose and resolve complex technical issues in challenging production environments.
Strong expertise with Linux-based systems, including system management, operations, and application stacks.
Solid understanding of security technologies, cybersecurity risks, and enterprise technology environments.
Excellent knowledge of TCP/IP networking and packet-capture analysis.
Basic understanding of SQL and non-SQL databases.
Experience working with geographically distributed teams and across functions and time zones.
Exposure to virtualized environments, cloud platforms, and cloud/SaaS applications.
Experience with scripting or programming, particularly Python and Bash, is desirable.
Demonstrated ability to use AI-enabled tools such as ChatGPT Enterprise, Microsoft Copilot, or AI-powered analytics.
Ability to critically validate AI-generated outputs, apply sound technical judgment, and protect confidential and customer information.

Own and resolve complex third-tier customer support cases, conducting technical investigations and reproducing issues in laboratory environments when needed.
Analyze source code, system behavior, logs, network traffic, and other technical data to identify root causes and develop solutions or workarounds.
Assess customer impact, prioritize technical solutions, and coordinate resolution efforts across Support and other teams.
Communicate with customers and Sales by email, phone, and remote support sessions to investigate issues.
Partner with Engineering to provide workarounds, escalate product issues, and drive resolution of complex problems.
Identify and document opportunities to improve products, hardware, software, support processes, and customer experience.
Develop and improve Support processes, tools, documentation, knowledge-base articles, and how-to guides.
Collaborate with geographically distributed colleagues on investigations, escalations, and technical knowledge sharing.
Provide limited on-call or out-of-hours support during weekends and national holidays as needed.
Identify opportunities to use AI and automation responsibly in support workflows.

View Full Description & ApplyYou'll be redirected to the employer's site