Senior Technical Support Representative
Core
Provide advanced technical support and resolve complex escalated issues for Airlock Digital's application control and allowlisting customers.
Role type
Senior Technical Support Representative (Tier 3)
Builds
Customer trust and operational stability for enterprise security software
Domain
Cybersecurity / Endpoint Security
Deliverable
client delivery
Required skills
Troubleshooting at server and endpoint levels, Log analysis (Linux, Mac, Windows), Understanding and debugging complex code, Reproducing issues in lab environments, Endpoint security troubleshooting, QA/Engineering/Development background
Preferred skills
Large enterprise organization experience (1000+ employees), Junior team member mentorship
Technologies
Linux, Mac, Windows
Responsibilities
Act as the highest-level escalation point for the global support organization, Troubleshoot, reproduce, and identify/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 Airlock Digital products, Join calls with customers to communicate complex technical processes
Seniority
Senior, hands-on IC
