Technical Support Engineer

Key Responsibilities

• Serve as the primary technical contact for customers, managing support cases from initial intake through resolution
• Troubleshoot, analyze, and resolve complex technical issues across product areas (networking, security, OS, applications, etc.)
• Reproduce customer issues in lab environments and document clear findings for Engineering escalation when required
• Collaborate with Engineering, QA, and Product teams to drive bug fixes and product improvements
• Mentor and assist TSE 1 engineers in case handling, best practices, and technical skill development
• Ensure timely updates and clear communication with customers on case progress and action plans
• Document solutions, troubleshooting steps, and knowledge base articles to enhance team efficiency
• Participate in 24x7 on-call rotations, weekend shifts, or critical incident response as needed
• Contribute to process improvements and best practices to improve customer experience
  

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent hands-on experience)
• 3-5 years of experience in Technical Support, System Administration, or a related role
• Strong troubleshooting skills in at least two of the following areas:
• Operating Systems: Windows, Linux/Unix
• Networking: TCP/IP, DNS, VPN, Firewalls, Routing
• Security Technologies: SIEM, IDS/IPS, endpoint security, SSL/TLS, PKI
• Databases/Applications: SQL, log analysis, application troubleshooting
• Familiarity with virtualization platforms (VMware, Hyper-V, or similar) and cloud technologies (AWS, Azure, GCP)
• Excellent problem-solving, analytical, and communication skills
• Ability to handle high-pressure situations with professionalism and empathy
  

Preferred Qualifications

• Certifications such as CCNA, RHCSA, CEH, Security+, or equivalent
• Experience with enterprise security products, SIEM tools, or incident response
• Prior experience working with global customers in a 24x7 support environment
• Ability to script or automate tasks (Python, PowerShell, Bash, etc.) is a plus
  

What We Offer

• Opportunity to work with cutting-edge security technologies and enterprise customers
• Collaborative, diverse, and fast-paced work environment
• Professional growth with learning and certification opportunities
• Competitive compensation and benefits package