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, drive investigations, and collaborate with cross-functional teams in a remote environment.

Key responsibilities

• Own escalated technical cases, ensuring effective communication with customers regarding progress and resolutions
• Diagnose and troubleshoot complex product behavior related to data security and integrations, while developing customer-safe workarounds
• Collaborate with Tier 1 support to enhance troubleshooting consistency and prepare high-quality escalations for Tier 3 or Engineering

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 complex issues and drive timely resolutions
• Experience supporting enterprise cloud, SaaS, or cybersecurity platforms
• Hands-on experience with ticketing systems such as Zendesk, Jira, or Salesforce