Senior Technical Support Engineer

Job Summary

Providing product-focused technical resolution for complex issues, the full-time Senior Technical Support Engineer will manage escalated technical cases, troubleshoot product behavior, and collaborate with cross-functional teams, all while working remotely.

Key responsibilities

• Own escalated technical cases from Tier 1, driving them through investigation and resolution
• Diagnose and troubleshoot complex product behavior related to data security and integrations
• Create and maintain troubleshooting guides and documentation to improve support processes

Required qualifications

• Associate degree or equivalent practical experience; bachelor's degree in a related field preferred
• 3+ years of experience in technical support or a similar customer-facing technical role
• Strong troubleshooting skills with a proven ability to investigate and resolve complex issues
• Experience with enterprise cloud, SaaS, or cybersecurity platforms
• Hands-on experience with ticketing and escalation workflows using tools like Zendesk or Jira