Senior Customer Support Engineer

Job Summary

To support complex customer escalations, the remote Senior Customer Support Engineer (Tier 3) will manage high-severity technical issues, collaborating with engineering and support teams to ensure effective resolutions and handoffs.

Key Responsibilities

• Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff, including deep-dive investigations
• Communicate directly with customers to gather information, pull logs, and discuss leading theories regarding their issues
• Build comprehensive engineering handoff packages that include reproducible cases, log evidence, and proposed ownership for fixes

Required Qualifications

• 4+ years in a technical support or escalation role at a SaaS or infrastructure company
• Hands-on networking experience with TCP/IP, routing, DNS, firewalls, and VPNs
• Deep familiarity with overlay networking concepts such as WireGuard and UDP hole punching
• Code-level debugging capability, including reading Go source and understanding network interface semantics
• Proficiency with programming/scripting in Go, Python, and JSON