Technical Support Engineer

The Technical Support Engineering team serves as the global foundation for customer success by providing expert technical assistance and driving efficient solutions to complex product challenges.

Requirements

• Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system.
• Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation.
• Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures.
• 3+ years of professional experience in a Technical Support role specifically within the software or technology sectors.
• Professional experience troubleshooting networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity.
• Experience utilizing RESTful APIs and navigating Linux Shell environments to perform technical tasks in an enterprise setting.
• Proven ability to translate complex technical concepts into written business-to-business documentation and escalation notes for senior engineering teams.

Benefits

• Stock options
• Attractive benefits
• Annual bonus