The Technical Support Engineer II will troubleshoot complex customer issues, mentor junior engineers, and collaborate across teams to enhance customer satisfaction and product quality.
We are looking for a Technical Support Engineer II (TSE 2) to join our global Customer Support team. This role is ideal for someone with a strong technical foundation who is eager to grow into a subject matter expert. You will be responsible for troubleshooting complex customer issues, collaborating with engineering and product teams, and driving customer satisfaction through timely and effective solutions.
As a TSE 2, you are expected to go beyond basic troubleshooting by performing in-depth analysis, mentoring junior engineers, and taking ownership of technical cases to closure.
Key Responsibilities
- Serve as the primary technical contact for customers, managing support cases from initial intake through resolution.
- Troubleshoot, analyze, and resolve complex technical issues across product areas (networking, security, OS, applications, etc.).
- Reproduce customer issues in lab environments and document clear findings for Engineering escalation when required.
- Collaborate with Engineering, QA, and Product teams to drive bug fixes and product improvements.
- Mentor and assist TSE 1 engineers in case handling, best practices, and technical skill development.
- Ensure timely updates and clear communication with customers on case progress and action plans.
- Document solutions, troubleshooting steps, and knowledge base articles to enhance team efficiency.
- Participate in 24x7 on-call rotations, weekend shifts, or critical incident response as needed.
- Contribute to process improvements and best practices to improve customer experience.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent hands-on experience).
- 3–5 years of experience in Technical Support, System Administration, or a related role.
- Strong troubleshooting skills in at least two of the following areas:
- Operating Systems: Windows, Linux/Unix
- Networking: TCP/IP, DNS, VPN, Firewalls, Routing
- Security Technologies: SIEM, IDS/IPS, endpoint security, SSL/TLS, PKI
- Databases/Applications: SQL, log analysis, application troubleshooting
- Familiarity with virtualization platforms (VMware, Hyper-V, or similar) and cloud technologies (AWS, Azure, GCP).
- Excellent problem-solving, analytical, and communication skills.
- Ability to handle high-pressure situations with professionalism and empathy.
Preferred Qualifications
- Certifications such as CCNA, RHCSA, CEH, Security+, or equivalent.
- Experience with enterprise security products, SIEM tools, or incident response.
- Prior experience working with global customers in a 24x7 support environment.
- Ability to script or automate tasks (Python, PowerShell, Bash, etc.) is a plus.
What We Offer
- Opportunity to work with cutting-edge security technologies and enterprise customers.
- Collaborative, diverse, and fast-paced work environment.
- Professional growth with learning and certification opportunities.
- Competitive compensation and benefits package.
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