Technical Support Engineer
Core
Provide advanced troubleshooting and resolution for complex customer issues, acting as a subject matter expert and mentoring other engineers.
Role type
Senior Technical Support Engineer
Builds
Digital investigative software for acquiring, analyzing, and sharing evidence from computers, smartphones, tablets, and IoT devices
Domain
Cybersecurity / Digital Forensics
Deliverable
client delivery
Required skills
Advanced troubleshooting, complex case resolution, knowledge base creation, mentoring, trend analysis, process improvement
Preferred skills
None stated
Technologies
Test environments, logs, APIs, diagnostic tools
Responsibilities
Diagnose and resolve complex customer issues lacking documented solutions; Reproduce issues using test environments, logs, APIs, or diagnostic tools; Own cases end-to-end balancing speed and quality; Create and update knowledge base articles; Onboard and mentor other Technical Support Engineers; Identify trends and surface insights to leadership; Recommend improvements to processes and tools; Act as subject matter expert for specific product features
Seniority
Senior, hands-on IC with mentorship responsibilities
