Senior Technical Support Engineer
Job Summary
Dedicated to supporting premium customers, the full-time remote Senior Technical Support Engineer will manage troubleshooting sessions, investigate issues in a lab environment, and ensure service level agreements are met while contributing to the knowledge base and onboarding other engineers.
Key responsibilities
- Serve as the primary engineer for premium customers, conducting troubleshooting sessions and regular communication
- Investigate and reproduce technical issues in a lab environment to provide effective solutions
- Manage customer expectations and ensure compliance with service level agreements through frequent follow-ups
Required qualifications
- Strong understanding of SaaS applications and their supporting solutions
- Experience troubleshooting web-based applications using HTTP tracing tools and log analysis
- Familiarity with Single Sign-On protocols such as SAML, OAuth, and OpenID
- Knowledge of networking concepts including Load Balancers, Firewalls, and DNS
- Experience with Linux-based and Windows server OS management
Complete Job Description
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