Technical Support Engineer
Core
Diagnose and resolve complex customer issues for digital investigative software, acting as a subject matter expert and mentoring team members.
Role type
Senior IC Technical Support Engineer
Builds
Customer confidence and product improvements through deep technical investigation and knowledge creation
Domain
Digital forensics / Cybersecurity
Deliverable
client delivery
Required skills
Complex troubleshooting, Root cause analysis, Technical documentation, Mentoring, Cross-functional collaboration, Trend analysis
Preferred skills
Digital forensics platform experience, Salesforce Service Cloud, Arabic fluency
Technologies
Test environments, Logs, APIs, Diagnostic tools, Salesforce Service Cloud
Responsibilities
Own complex cases from investigation to resolution, Reproduce issues using test environments and tools, Create and update knowledge base articles, Onboard and mentor support engineers, Identify recurring issues and surface insights to leadership, Recommend improvements to processes and product functionality
