Technical Support Engineer (Tier 3)

NavVis is a dynamic startup seeking a Technical Support Engineer to join their growing US teams. The role involves troubleshooting complex system failures, providing expert guidance to customers, and collaborating with engineering teams to enhance support processes.

Responsibilities:

• Serve as the first point of contact for our customers across multiple channels (phone, email, etc.), providing expert guidance and education on best practices for using our products
• Troubleshoot and resolve complex issues using advanced web and browser debugging techniques, including Chrome DevTools (or equivalent), and a deep understanding of HTTP/HTTPS, REST APIs, and client-server interactions
• Analyze logs and metrics with precision, leveraging CLI tools, scripting, and monitoring platforms like Grafana to identify patterns, perform root-cause analysis, and streamline support processes
• Investigate network and connectivity issues, including VPNs, DNS, firewalls, TLS, and routing, using tools like ping, traceroute, and browser DevTools to quickly isolate and resolve customer-impacting problems
• Participate in on-duty support rotations, responding to alerts, diagnosing incidents, and improving operational efficiency while honing leadership and decision-making skills
• Collaborate with specialists to identify and escalate high-priority issues, ensuring timely resolution and minimizing customer impact
• Contribute to the team’s and company’s OKRs by identifying opportunities to improve support processes, enhance internal documentation, and create technical articles for both internal teams and partners
• Help shape and refine the support organization, implementing scalable processes and tools to meet the needs of our growing customer base
• Apply your knowledge of cloud environments (AWS, Azure, or GCP) and Linux/Ubuntu systems to troubleshoot distributed systems and ensure reliable platform performance

Requirements:

• A degree in Computer Engineering, Computer Science, or a related technical field
• Strong understanding of web technologies, including: HTTP/HTTPS protocols, REST APIs
• Browser architecture and client-server interactions
• JavaScript fundamentals
• Extensive experience with advanced web and browser debugging, including deep proficiency in Chrome DevTools (or equivalent), with strong command of the Console and Network panels
• Strong expertise in log analysis and scripting, with proficiency in parsing large logs, diagnosing errors, and automating support tasks using CLI tools and custom scripts to streamline troubleshooting and root-cause analysis
• Experience in monitoring, with proficiency in Grafana or related tools to analyze metrics, logs, and traces; skilled at identifying patterns, diagnosing issues, and responding to alerts across distributed systems
• Expertise in network troubleshooting, including VPNs, DNS, firewalls, TLS, and routing, with hands-on experience using ping, traceroute, and DevTools to quickly isolate connectivity and latency issues
• Practical experience working with cloud environments (AWS, Azure, or GCP) and the ability to troubleshoot issues in Linux/Ubuntu systems
• HTML/JS is a plus
• Practical experience working with cloud environments (AWS, Azure, or GCP) and the ability to troubleshoot issues in Linux/Ubuntu systems, is a strong plus