Technical Support Engineer
Core
Tier II Support Engineer delivering advanced technical expertise to diagnose, troubleshoot, and resolve complex customer issues impacting product performance and business operations.
Role type
Senior IC technical support engineer
Builds
Operational stability and customer confidence for enterprise/government clients
Domain
Computer and Network Security, SaaS
Deliverable
client delivery
Required skills
Root cause analysis, complex troubleshooting (Windows, Linux, networking, databases), case management, cross-functional collaboration, knowledge base development, incident management
Preferred skills
Cloud environment familiarity, enterprise system configuration, process improvement
Responsibilities
Independently troubleshoot and resolve complex technical issues, conduct root cause analysis and implement sustainable solutions, own the full case lifecycle ensuring SLA adherence, identify recurring trends to contribute to process improvements, manage escalations and major incident resolution, develop and maintain knowledge base content, collaborate cross-functionally with Engineering and Product teams
Seniority
Mid-level, hands-on IC