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Job Title: Technical Support Engineer

Location: United States; Remote, MST or PST

Experience: Mid Level

Job Function: Support

Employment Type: Full-Time

Industry: Computer and Network Security

Job Summary 

The Technical Support Engineer independently resolves complex technical issues and customer-reported incidents, ensuring continuity of customer operations and successful value realization. This role demonstrates strong technical judgment, effective customer communication, and consistent ownership of cases through resolution while contributing to team knowledge and continuous improvement.

Job Responsibilities 

Customer Engagement & Support Excellence

• Serves as a primary technical point of contact for customers, proactively engaging via calls and written communication to diagnose issues, build trust, and maintain strong working relationships.
• Responds to customer inquiries within defined SLAs, prioritizing based on business impact and severity.
• Communicates technical information clearly and professionally, tailoring explanations to customer technical proficiency.
• Provides timely, accurate, and actionable updates aligned with incident severity and communication guidelines.
• Advises customers on product usage, configuration best practices, and operational recommendations to prevent future issues.

Case Ownership & Management

• Owns support cases end-to-end, maintaining accurate, concise, and technically detailed documentation within the support CRM system.
• Produces clear case summaries that document root cause, troubleshooting steps, and final resolution to support knowledge reuse.
• Collaborates effectively within SWARM models to resolve complex issues within SLA expectations.
• Analyzes logs, system behavior, and configurations to identify root causes and drive resolution.

Technical Problem Solving & Analysis

• Utilizes lab environments to reproduce customer issues, validate hypotheses, and test solutions.
• Troubleshoots the majority of cases independently using experience, documentation, internal tools, and external research.
• Identifies recurring or systemic issues and proactively recommends corrective or preventative improvements.
• Authors and contributes to internal and external knowledge base articles to reduce time to resolution and improve support scalability.
• Shares insights, lessons learned, and configuration guidance across the team to strengthen collective expertise.

 Product & Domain Expertise

• Demonstrates strong working knowledge of supported products and underlying technologies, with the ability to mentor and assist peers.
• Resolves advanced and non-routine technical issues within assigned product areas.
• Applies domain expertise to evaluate complex environments, configurations, and integrations.
• Provides advanced guidance on product configurations, deployment patterns, and operational best practices.
• Maintains proficiency in key technical areas relevant to the role and applies that knowledge to real-world customer challenges.

 Escalation & Incident Management

• Appropriately follows escalation procedures to ensure visibility, alignment, and timely resolution of high-impact or complex issues.
• Partners with Regional Managers and SWARM teams to drive resolution of challenging cases and major incidents.
• Builds and maintains lab environments as needed to replicate, diagnose, and resolve critical issues.

Cross-Functional Collaboration & Continuous Improvement

• Contributes to internal enablement through advanced training sessions and technical knowledge sharing.
• Identifies opportunities for process improvement and operational efficiency within the support function.
• Collaborates with leadership and cross-functional teams to improve tooling, workflows, and customer outcomes.
• Supports initiatives to simplify processes and improve overall support effectiveness.

Minimum Qualifications, Education, and Skills

• Bachelor's degree or equivalent practical experience.
• 3+ years of hands-on technical support or engineering experience in a customer-facing environment.
• Proven ability to manage multiple customer cases with minimal oversight while maintaining high service quality.
• Strong customer communication skills, including the ability to confidently engage customers via phone and written channels.
• Demonstrated commitment to customer satisfaction and operational excellence.
• Log analysis and troubleshooting.
• Database fundamentals including SQL queries and table analysis.
• Linux operating systems.
• Windows Server environments. #LI-NA1