Senior Customer Support Engineer (Tier 3), Customer Escalations
Core
Solving complex, ambiguous technical escalations for enterprise customers by investigating root causes, reproducing bugs, and building detailed handoff packages for engineering teams.
Role type
Senior Customer Support Engineer (Tier 3)
Builds
Engineering handoff packages, reproducible test cases, and runbooks for the Support org
Domain
SaaS / Infrastructure / Networking
Deliverable
client delivery
Required skills
deep-dive investigation, bug reproduction, engineering handoff package creation, high-stakes customer communication, networking (TCP/IP, routing, DNS, firewalls, NAT, VPNs), overlay networking (WireGuard, UDP hole punching), Go code debugging, Linux/macOS/Windows systems administration, packet-level analysis
Preferred skills
Kubernetes debugging, CI/CD pipelines, containerized applications, Go/Python/JSON scripting
Technologies
Go, Python, JSON, WireGuard, Kubernetes, Linux, macOS, Windows
Responsibilities
Own high-severity post-sales technical escalations from intake through resolution or engineering handoff; Get on calls with customers to discuss leading theories; Build engineering handoff packages with reproducible cases and log evidence; File and track issues for confirmed bugs; Monitor for patterns across escalations to catch recurring issues; Partner with Support, CSE, and Product/Eng teams
Seniority
Senior, hands-on IC