Technical Support Engineer

Job Summary

A company is looking for a Technical Support Escalation Engineer (West Coast) to provide advanced technical support for their hardware and software products.

Key Responsibilities

• Handle Level 3 incident tickets end-to-end, ensuring timely resolution in line with SLAs
• Work with Problem Managers to identify root causes and drive permanent fixes
• Manage urgent customer engagements, collaborating with R&D on troubleshooting and issue analysis

Required Qualifications

• Recent graduate with a Bachelor's or Master's degree in Computer Science, Engineering, Mathematics, or Sciences
• Strong academic performance with a minimum of 2:1 (or equivalent)
• Solid understanding of TCP/IP networking is desirable
• Programming knowledge (e.g., Python, C/C++) is useful
• Strong technical aptitude to analyze and reproduce complex customer issues