Technical Customer Support Engineer
Core
Provide advanced third-tier technical support and deep investigations for customers using complex security technologies.
Role type
Senior Technical Customer Support Engineer
Builds
Effective resolutions for complex security and infrastructure issues
Domain
Cybersecurity, Cloud Infrastructure, Linux Systems
Deliverable
client delivery
Required skills
Linux system management, TCP/IP networking, packet analysis, SQL/NoSQL databases, cloud platforms, security technologies, Python scripting, Bash scripting
Preferred skills
Enterprise network design, security appliances, AI tool utilization (ChatGPT, Copilot)
Responsibilities
Manage third-tier support queue and own complex escalations; Diagnose issues via investigation, lab reproduction, and packet analysis; Coordinate resolution across Support, Engineering, and Sales; Create customer-facing documentation and knowledge-base articles; Identify opportunities to improve products and support processes; Apply AI tools to enhance productivity and decision-making.
Seniority
Senior, hands-on IC