You will take ownership of customer issues, including: initial troubleshooting, identification of root cause, issue resolution or escalation, and identifying and escalating priority issues that need immediate attention.
Must meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
You will serve as an internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible.
You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers.
Technical Support engineers also create the process or troubleshooting documentation in the Support knowledge base.
We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

3+ years of customer support, technical support, system administration or related customer facing role.
Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues.
Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment.
Ability to learn new technologies quickly.
Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
Ability to work independently with little direct supervision and as a part of a team.
Outstanding analytical and organizational abilities.
Ability to remain calm, composed and articulate when dealing with tough customer situations.
Experience with Docker/Kubernetes troubleshooting
Experience with Splunk, Terraform/Ansible, Helm, AWS, GCP, Azure
Experience with troubleshooting Windows and Unix (Linux and/or Mac)
Fluency with REST API
Familiarity with CJIS and FedRAMP compliance frameworks
Familiarity with MITRE ATT&CK Framework
Familiarity with cybersecurity best practices
Experience supporting Kernel level security solutions
Experience supporting hybrid environments
Experience supporting security applications such as AV, VPN, Firewall, proxy.
Experience with Salesforce, Jira, Confluence, and Slack
MCP or other industry certifications a plus

Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world class amenities
Great Place to Work Certified™ across the globe

Technical Support Engineer – GovCloud

Key skills