Support Engineer

Job Summary

Seeking a full-time remote Support Engineer III, the ideal candidate will manage support tickets, troubleshoot technical issues, and provide customer advocacy while working non-standard hours, including weekends and holidays.

Key responsibilities

• Troubleshoot and resolve support tickets of varying complexity while providing real-time customer support via phone and chat
• Act as a liaison between customers and Engineering, advocating for customer needs and reporting bugs and feature requests
• Contribute to process improvements by updating documentation and participating in cross-organization strategy discussions

Required qualifications

• 5+ years of experience in technical customer support, technical writing, system administration, or related roles, OR a bachelor's degree in computer science or related field with 3+ years of experience
• Ability to work weekends and holidays on a rotation basis
• Proficiency in using and troubleshooting Git, GitHub, or similar version control systems
• Experience with Linux system administration and familiarity with cloud providers or virtualization platforms
• Experience in a customer-service oriented environment, particularly providing technical support to enterprise customers