Tier 3 Support Engineer

About the Role:

We are looking for a Senior Tier 3 Support Engineer to provide excellent customer service, lead processes and work on a mission critical product.

What you'll do:

• Provide advanced technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
• Take ownership of customer issues and follow problems through to resolution
• Manage escalations
• Evaluate root cause analysis to eliminate recurring customer issues
• Provide follow the sun service
• Handle complex customer issues through the Support portal independently and in a professional way
• Troubleshoot Transmit Security Platform issues reported by Transmit Customers, including Functionality and usability related complex issues
• Interact effectively with a wide variety of customers with different requirements and backgrounds, including the Customer's development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices
• Replicate customer issues in the support test environment (Lab)
• Collaborating with Engineering and Product team

What you'll need:

• At least 6 years of technical Support engineering experience
• Experience working in mission critical environments
• Experience in working with multi tier and complex applications
• Experience working with ticketing systems such as Salesforce
• Hands on experience in on-prem as well as SaaS customer Support
• Strong analytical and troubleshooting skills
• Service-oriented personality with a can-do attitude
• Excellent interpersonal and communication skills both written and verbal English
• BS/BA in Information Technology, Computer Science, or a related discipline; professional certification is an advantage
• Experience with monitoring tools (Datadog,Prometheus and others)
• Experience with Unix
• Familiar with one of the programing language such as Java, Scala, Python, bash scripting
• Experience with DBs
• Experience supporting REST API (API Gateway)
• Familiar with SaaS and Cloud environments like Salesforce, GCP (& GSuite), Azure, AWS
• Familiar with web-based products - different OS browsers (Cookies, local storage, incognito)
• Knowledge on authentication technologies such as FIDO-based biometrics
• Knowledge on Authentication, Federation SSO protocols and specifications: OIDC (2.0), OAuth, SAML, etc.
• Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
• Good knowledge on Mobile Platforms (IOS, Android)
• A team player with the ability to work independently