Senior Technical Support Engineer
Job Summary
Serving as a technical escalation point for the Technical Support team, the full-time Senior Technical Support Engineer will resolve complex customer issues, mentor junior engineers, and collaborate with Engineering and R&D in a remote environment.
Key responsibilities
- Serve as a technical escalation point for Tier 1 and Tier 2 support issues, identifying root causes and resolutions
- Coordinate with Engineering and R&D to expedite resolution of bug tickets for challenging customer issues
- Mentor Junior Engineers and improve support processes while managing customer escalations effectively
Required qualifications
- 2 to 4 years of experience in a customer-facing technical support role
- Proficiency in Node, JavaScript, TypeScript, or Go, with a quick adaptability to new languages
- Experience with diagnostic tools and troubleshooting complex issues
- Strong written and verbal communication skills for all business levels
- Interest in security or open source software, aligning with the company's mission
Complete Job Description
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