Senior Technical Support Engineer
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Job Summary
As a full-time Senior Technical Support Engineer working remotely, the candidate will manage customer cases, troubleshoot product issues, and validate monitoring data for enterprise customers across various environments, ensuring effective support and resolution of technical challenges.
Key Responsibilities
- Own customer cases end to end, logging, triaging, and resolving issues via Zendesk and other collaboration tools
- Troubleshoot product issues by diagnosing problems in the UI, API, and deployed agents/collectors
- Validate monitoring data to ensure accuracy and completeness, distinguishing between product and customer issues
Required Qualifications
- Bachelor's or Master's degree in Computer Science, Engineering, or a related field, or equivalent work experience
- At least 7+ years of technical support or support engineering experience for enterprise software
- Strong hands-on troubleshooting skills in networking, storage, and infrastructure monitoring environments
- Proficiency with Salesforce/Zendesk, Slack, and Atlassian tools (Jira, Confluence)
- U.S. citizenship and ability to work from within the United States
Complete Job Description
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