Senior Technical Support Engineer

Role Overview

• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
• Meeting or exceed customer expectations on response quality, timeliness and overall customer experience
• Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Showing dedication, patience and commitment to seeing problems through to resolution.
• Communicating with customers and partners through the online support tool, and via audio (top tier customers may call in directly) and video calls and screen-sharing sessions which will occur regularly
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
• Reproducing customer problems internally, to enable the development and testing of a resolution
• Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers
• Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread
• Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches
• Actively prioritizing tasks/workload with self-discipline and good timekeeping
• Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction.
• Leading escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible.

Requirements

• Technical Degree plans preferred
• Computer Engineering, CIS, MIS, CS
• Minimum of 8 years of related experience with a Bachelor’s degree; or equivalent experience
• Excellent Communication: verbal, written, listening, present confidently, know audience
• Excellent Troubleshooting: analytical, creative thinking, inquisitive, resilient, adaptive
• Solid knowledge: REST API, SSL/TLS, IPv4, JSON, LDAP, Proxies
• Experienced working with Linux (administration & troubleshooting), Virtualization (enterprise environment), Cloud-based platforms (AWS, Azure, Google Cloud Platform)
• DevOps deployments
• Docker, Scripting, Kubernetes
• Strong collaboration and teamwork skills.

Tech Stack

• AWS
• Azure
• Cloud
• Docker
• Google Cloud Platform
• Kubernetes
• Linux

Benefits

• Generous PTO & Holiday Schedule
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)