Technical Support Engineer
Core
First-level technical support for digital investigative software across chat, email, web, and phone channels.
Role type
Entry-level technical support engineer
Builds
Customer case resolution and self-service content improvement
Domain
Cybersecurity / Digital Forensics
Deliverable
client delivery
Required skills
Technical troubleshooting, Information gathering, Case documentation, Self-service resource guidance, Escalation management, Performance metrics tracking
Preferred skills
CRM and case management tools (Salesforce Service Cloud)
Responsibilities
Monitor and respond to incoming customer requests, Gather technical information (logs, environment details), Document customer interactions and troubleshooting steps, Guide customers to self-service resources, Identify gaps in self-service content, Escalate complex cases
Seniority
Junior, entry-level IC