Technical Customer Support Engineer

This is a high-impact technical support role focused on solving complex customer challenges across sophisticated security and technology environments. You will work on third-tier escalations, performing deep technical investigations that may involve lab reproduction, source-code analysis, networking, Linux systems, databases, and cloud technologies. The role combines hands-on troubleshooting with close collaboration across Support, Engineering, Sales, and customers. You will also help improve support processes, tools, documentation, and customer-facing resources. As part of a geographically distributed global team, you will contribute to a culture of knowledge sharing, proactive problem solving, and continuous improvement. The position offers an opportunity to influence both customer outcomes and the evolution of a growing technical support organization.

• At least 5 years of experience in technical support, escalation engineering, or a closely related technical customer-facing role, with strong experience supporting an international customer base.
• Demonstrated ability to diagnose and resolve complex technical issues in challenging production environments.
• Strong expertise with Linux-based systems, including system management, operations, and application stacks.
• Solid understanding of security technologies, cybersecurity risks, and enterprise technology environments.
• Excellent knowledge of TCP/IP networking and packet-capture analysis, with the ability to troubleshoot complex network-related issues.
• Basic understanding of both SQL and non-SQL databases, with stronger database knowledge considered an advantage.
• Experience working with geographically distributed teams and collaborating effectively across functions and time zones.
• Exposure to virtualized environments, cloud platforms, and cloud/SaaS applications, with deeper expertise considered a plus.
• Experience with scripting or programming, particularly Python and Bash, is desirable.
• Understanding of enterprise and data-center network design, security appliances, security software, and data interchange between different systems is desirable.
• Strong initiative and ownership, with the ability to proactively identify recurring or emerging issues and drive them through to resolution.
• Excellent communication, collaboration, analytical thinking, and customer-service skills, with a strong team-oriented mindset.
• Demonstrated ability to use AI-enabled tools such as ChatGPT Enterprise, Microsoft Copilot, or AI-powered analytics to improve technical work, customer communication, research, reporting, and routine workflows.
• Ability to critically validate AI-generated outputs, apply sound technical judgment, and appropriately protect confidential and customer information.
• U.S. citizenship is required.