Senior Technical Support Representative
Core
Provide advanced technical support and resolve complex escalated issues for Airlock Digital's application control and allowlisting platform.
Role type
Senior Tier 3 Technical Support Representative
Builds
Customer trust and operational stability for security software deployments
Domain
Cybersecurity / Endpoint Security / Application Control
Deliverable
client delivery
Required skills
Linux troubleshooting, Windows troubleshooting, macOS troubleshooting, log analysis, server-level troubleshooting, endpoint-level troubleshooting, complex issue reproduction, code understanding, QA/Engineering/Development background, endpoint security troubleshooting
Preferred skills
Large enterprise organization experience (1000+ employees), proactive problem solving, customer service ethic
Technologies
Linux, Windows, macOS
Responsibilities
Act as the highest-level escalation point for the global support organization, troubleshoot and resolve complex customer problems, work with the Development team to identify bugs and define customer requests, assist in designing and updating support processes, diagnose and resolve level 3 technical issues, educate customers on products, join calls to communicate complex technical processes, support junior team members
Seniority
Senior, hands-on IC