Technical Support Engineer
Core
Providing technical support for eCommerce and enterprise customers via chats, emails, and video calls, managing issues from reporting to resolution.
Role type
Senior Technical Support Engineer (Incident Management & Engineering)
Builds
Customer retention and issue resolution for data resilience and backup/recovery software
Domain
Cybersecurity / Data Resilience / Backup & Recovery
Deliverable
client delivery
Required skills
Windows/Mac/Linux OS fluency, Internet fundamentals (SSH, HTTPS, SSL/TLS, TCP/IP), Scripting (Bash, PowerShell, Python, JavaScript), Database technologies, OS/Application deployment (virtualization, containers, IaC), Remote secure access tools, Log analysis
Preferred skills
API utilization, Advanced Linux command line, Security software knowledge, Cloud environments (AWS)
Responsibilities
Taking ownership of customer issues to resolution, Facilitating customer communication and education, Collaborating on issue solutions, Analyzing system logs, Recreating and verifying software defects, Utilizing remote access for diagnosis, Reviewing documentation for resolutions, Managing on-call rotation for Sev1 issues
Seniority
Senior, hands-on IC with mentorship duties