Technical Support Engineer (L2/L3)
Core
L2/L3 Technical Support Engineer for Cloud SaaS products in the cybersecurity domain, focusing on real-time threat detection and external risk management.
Role type
Senior IC Technical Support Engineer (L2/L3)
Builds
Support operations for distributed Cloud SaaS systems and AI-driven threat detection solutions
Domain
Cybersecurity + Cloud Infrastructure
Deliverable
client delivery
Required skills
Troubleshooting distributed systems, REST API debugging, Cloud platform management (AWS/Azure/GCP), Scripting (Bash/Python), AI integration, Root cause analysis, SLA management
Preferred skills
Linux environments, Kubernetes, Elasticsearch, Git, Monitoring/Observability (Kibana/Grafana/Prometheus), Third-party API integrations
Technologies
AWS, Azure, GCP, REST APIs, Bash, Python, Kubernetes, Elasticsearch, Git, Kibana, Grafana, Prometheus
Responsibilities
Troubleshoot and resolve complex technical issues across distributed Cloud SaaS systems using diagnostic tools and AI; Lead technical investigations and drive issues to resolution while maintaining high standard of customer communication; Collaborate directly with external customers, responding to support tickets and escalations within SLA; Work closely with Engineering, Product, and Cyber teams to identify root causes and drive product improvements; Contribute to the continuous improvement of support processes, documentation, and automation.
