Senior Technical Support Engineer – Security & Cloud

engineeringjobs.net, Inc.; Town of Montana (WI); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health care insurance

Incentive plan

Stock options

Retirement plans

Paid time off

Wellness programs

Job summary

engineeringjobs.net, Inc. is seeking a Technical Customer Support Engineer based in the United States to provide advanced technical assistance to customers using complex security technologies.

You will own third-tier support cases, perform deep investigations across Linux, networks, databases, cloud environments, and security technologies, and collaborate with global teams to drive timely resolutions and improvements in support processes and documentation.

Qualifications

• At least 5 years in technical support or escalation engineering.
• Experience supporting international customers and distributed teams.
• Strong Linux systems and security technologies experience.
• Familiarity with Python and Bash scripting is preferred.

Responsibilities

• Manage a customer-facing third-tier technical support queue and take ownership of complex escalations.
• Diagnose challenging technical issues through detailed investigation, reproduction, packet analysis, and code analysis when required.
• Coordinate resolution efforts across Support, Engineering, Sales, and other teams.
• Communicate with customers via email, phone, and remote sessions to explain issues and workarounds.
• Partner with Engineering teams to deliver high-quality workarounds and permanent resolutions.
• Develop and document improved support processes, tools, and knowledge resources.
• Collaborate on investigations and on-call rotations across a distributed team.

Skills

Linux systems

TCP/IP networking

Cloud/SaaS platforms

Python scripting

Customer-facing support

Tools

SQL

Packet capture tools

Bash scripting

Job description

engineeringjobs.net, Inc. is seeking a Technical Customer Support Engineer based in the United States to provide advanced technical assistance to customers using complex security technologies.

You will own third-tier support cases, perform deep investigations across Linux, networks, databases, cloud environments, and security technologies, and collaborate with global teams to drive timely resolutions and improvements in support processes and documentation.