Technical Customer Support Engineer
NewInactive
J
JobgetherCybersecurity support
Based in United StatesFull-TimeSenior
This job is no longer active. We keep the page for reference, but the employer may not accept new applications.
SalaryBase compensation range of $80,000–$90,000 USD
Job Details
- Experience
- At least 5 years of experience in technical support, escalation engineering, or a comparable customer-facing technical role.
- Required Skills
- PythonSQLBashCybersecurityLinux
Requirements
- At least 5 years of experience in technical support, escalation engineering, or a comparable customer-facing technical role.
- Strong experience supporting an international customer base and working with geographically distributed teams.
- Ability to diagnose and resolve complex customer issues involving multiple technical layers.
- Strong expertise in Linux-based systems, including system management, operations, and application stacks.
- Solid understanding of security technologies, cybersecurity risks, and security-focused environments.
- Strong knowledge of TCP/IP networking, packet capture, and network traffic analysis.
- Basic to good understanding of SQL and non-SQL databases.
- Experience with virtual environments, cloud platforms, and cloud/SaaS applications.
- Experience with AI-enabled tools such as ChatGPT Enterprise, Microsoft Copilot, and AI-powered analytics.
- Ability to validate AI-generated outputs, use sound technical judgment, and protect confidential and customer information.
- U.S. citizenship is required.
- Python and Bash scripting experience is preferred.
- Enterprise and data-center network design or troubleshooting experience is a plus.
- Experience with security appliances, security software, and data interchange between systems is desirable.
Responsibilities
- Manage a customer-facing third-tier technical support queue and own complex escalations throughout the support lifecycle.
- Investigate challenging issues through laboratory reproduction, packet analysis, and source-code analysis when required.
- Assess customer impact, prioritize solutions, and coordinate resolution across Support, Engineering, Sales, and other teams.
- Communicate issues, workarounds, and solutions to customers by email, telephone, and remote management sessions.
- Partner with Engineering to deliver workarounds and permanent resolutions.
- Identify and document opportunities to improve products, processes, and customer support practices.
- Develop support processes, tools, workflows, and technical documentation.
- Create knowledge-base articles, troubleshooting guides, and how-to documentation.
- Participate in limited on-call and out-of-hours support, including weekends and national holidays.
- Identify opportunities to apply AI and automation to support work.