Technical Support Engineer
Core
Primary point of contact and escalation lead for complex product challenges, ensuring high-quality incident resolution and process improvement.
Role type
Senior Technical Support Engineer (Cybersecurity/IT Infrastructure)
Builds
Efficient support processes and actionable intelligence for security, IT, and GRC teams
Domain
Cybersecurity, IT Infrastructure, SaaS
Deliverable
client delivery
Required skills
TCP/IP networking fundamentals, RESTful API navigation, Linux Shell, technical documentation, incident lifecycle management
Preferred skills
Python, application log analysis, cURL, TLS/SSL/SAML troubleshooting, database troubleshooting, MongoDB, OpenVPN, Docker container management
Technologies
MongoDB, OpenVPN, Docker, Linux, RESTful APIs
Responsibilities
Manage full lifecycle of technical support tickets, author and maintain knowledge-base articles, analyze ticket patterns to provide feedback on process improvements
Seniority
Senior, hands-on IC