Tier 2 Technical Support Engineer

Placements24; Willows (CA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Placements24 is seeking a Tier 2 Technical Support Engineer to strengthen its cybersecurity support operations. Based in a security-forward environment, you will tackle complex hardware, software, and network issues, collaborating with engineering teams to deliver rapid, reliable solutions.

You will diagnose root causes, maintain thorough documentation, and participate in on-call rotations to provide 24/7 coverage. Strong OS, networking, and security expertise are essential to succeed.

Qualifications

• Bachelor's degree in CS, Engineering or related field.
• Minimum of 4 years in Tier 2/3 technical support, preferably cybersecurity.
• In-depth knowledge of Windows and Linux, networking (TCP/IP, DNS, DHCP), and security concepts.

Responsibilities

• Provide advanced technical support for customers on hardware, software, and network issues.
• Analyze and diagnose problems, identify root causes, and implement fixes.
• Escalate unresolved issues to Tier 3 or engineering teams with details.
• Develop and maintain technical documentation including guides and KB articles.
• Reproduce issues in a lab to verify solutions.
• Collaborate with product and engineering teams on feedback and enhancements.
• Monitor support ticket queues and ensure timely resolutions.
• Participate in on-call rotations for 24/7 support.
• Stay updated on technologies and security threats relevant to products.

Skills

Windows OS

Linux OS

TCP/IP

DNS

DHCP

Security concepts

Troubleshooting

Customer support

Escalation procedures

Education

Bachelor's degree in Computer Science, Engineering, or related field

Job description

About the Role

Our client, a prominent innovator in cybersecurity solutions, is seeking a highly skilled Tier 2 Technical Support Engineer to bolster their support infrastructure. This critical role, based in Welkom, Free State , requires a proactive individual capable of handling complex technical escalations and providing in-depth troubleshooting. You will be the go-to expert for challenging customer issues, working collaboratively with engineering teams to ensure swift and effective resolutions. The ideal candidate possesses a strong technical aptitude, excellent problem-solving skills, and a dedication to customer satisfaction. This is an exceptional opportunity to advance your career within a leading technology firm, contributing directly to the security and reliability of our client's cutting-edge products. You will play a vital role in maintaining high service levels and client trust.

Key Responsibilities

• Provide advanced technical support to customers, addressing complex hardware, software, and network issues.
• Analyze and diagnose technical problems, identifying root causes and implementing effective solutions.
• Escalate unresolved issues to Tier 3 support or engineering teams, providing detailed technical information and troubleshooting steps.
• Develop and maintain comprehensive technical documentation, including troubleshooting guides, FAQs, and knowledge base articles.
• Reproduce customer‑reported issues in a lab environment to test and verify solutions.
• Collaborate with product development and engineering teams to provide feedback on product issues and enhancements.
• Monitor support ticket queues and ensure timely resolution of escalated issues.
• Participate in on-call rotations to provide 24/7 support as needed.
• Stay up-to-date with the latest technologies and security threats relevant to our client's products.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in a Tier 2 or Tier 3 technical support role, preferably in the cybersecurity domain.
• In-depth knowledge of operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, DHCP), and security concepts.
• Proficiency in troubleshooting complex technical issues, including hardware, software, and network diagnostics.