Technical Support Engineer

Job Summary

As a fully remote Associate Technical Support Engineer, the successful candidate will serve as the primary contact for customer support requests, triaging and resolving issues while ensuring effective communication with enterprise clients across the Americas.

Key responsibilities

• Serve as the primary contact for incoming support requests via email, chat, phone, and ticketing, maintaining professional communication throughout each case
• Triage and troubleshoot cases by severity, resolving common issues using documented solutions and escalating complex problems as necessary
• Document cases thoroughly and contribute to the knowledge base by writing technical content following Knowledge-Centered Service practices

Required qualifications

• 1-3 years in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability
• Working familiarity with the Linux command line and core networking concepts, or a strong willingness to learn
• Comfort using AI tools for case management, with the ability to verify outputs and maintain ownership of results
• Excellent communication skills, capable of explaining technical concepts to both technical and non-technical audiences
• A self-starter mindset with ownership and motivation for the mission of protecting critical infrastructure