Technical Support Engineer II
Job Summary
Providing exceptional technical guidance to Federal and adjacent customers, the full-time remote Technical Support Engineer II will resolve complex technical challenges, manage inquiries across multiple channels, and enhance support operations while fostering strong customer relationships.
Key responsibilities
- Manage end-to-end technical inquiries, ensuring high standards for responsiveness and ticket hygiene across various communication channels
- Troubleshoot complex customer issues related to core applications and self-hosted infrastructures, providing guidance both asynchronously and during live sessions
- Serve as the Voice of the Customer, translating user challenges and feedback into actionable reports for Engineering and Product teams
Required qualifications
- 5+ years of technical support experience in SaaS environments, with progressive responsibility
- Experience supporting customers in regulated government environments, with knowledge of FedRAMP and IL5 compliance
- Strong analytical problem-solving skills and a methodical approach to troubleshooting
- Deep understanding of modern web architectures, including APIs and JSON data structures
- Hands-on experience with containerized applications and cloud services, such as Docker and AWS
Complete Job Description
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