Principal Support Engineer

Job Summary

Acting as the technical lead for the US technical support team, the full-time Principal Support Engineer will address complex customer issues, provide mentorship, and collaborate with cross-functional teams to enhance support operations in a remote environment.

Key responsibilities:

• Serve as the final tier of support for complex, high-priority customer issues globally
• Elevate the technical skills of the support organization through mentorship and training sessions
• Collaborate with Engineering, QA, and Product teams to identify bugs and advocate for product improvements

Required qualifications:

• 10+ years of experience in technical support, engineering, or a related cybersecurity field
• Proven expertise in troubleshooting hardware and software integrations
• Demonstrated experience in a technical leadership or mentorship role
• Exceptional ability to create clear, actionable documentation for technical topics