Senior Technical Support Engineer

Job Summary

Providing product-focused technical resolution, the full-time Senior Technical Support Engineer will manage complex troubleshooting, own escalated technical cases, and collaborate with various teams to enhance customer support experiences in a remote environment.

Key responsibilities

• Diagnose and troubleshoot complex product behavior related to data security and integrations
• Own escalated technical cases from Tier 1, driving them through investigation and resolution
• 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 technical field preferred
• 3+ years of experience in technical support or a related customer-facing role
• Strong troubleshooting skills with the ability to investigate and resolve complex issues
• Experience with enterprise cloud, SaaS, or data security platforms
• Hands-on experience with ticketing and escalation workflows using tools like Zendesk or Jira