As our Technical Support Engineer, you will have a responsibility for supporting customers with issues encountered in production use of product offering(s).

Key Responsibilities

Drive the overall post-sales technical support of customers:

Diagnose, troubleshoot, and resolve issues by proposing simple and effective solutions, with necessary workarounds.

Provide responsive and timely service to customers on new tickets by priority, complying and exceeding SLA goals on response and resolutions.

Ensure proper logging of all issues, steps and root cause analysis.

Document RCA as repeatable resolutions as KB articles in the knowledgebase.

Conduct ticket escalations to engineering while managing the entire resolution lifecycle.

Balance the sales acumen for customer relationship management with deep technical skills in areas, such as Data Protection and Security, SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization.

Understand and implement key operational metrics, such as MTTR, NPS, CSAT, in day-to-day technical support functions.

Interface with engineering and product management for ticket escalations as well as a feedback loop in the form of issues, bugs, usability insights and enhancement requests.

Experience and Skills

Minimum of a Bachelor’s Degree in a technical field with 7+ years of work experience as a technical support engineer in a related technical field.

Hands-on experience with key technologies, such as Data Protection and Security, SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization.

Demonstrated depth in all aspects of technical support lifecycle, such as ticket logging, triage, escalation, customer response, RCA, and KBs.

Proficiency in one or more Technical Support systems, such as Zendesk.

Strong presence with excellent communication and leadership skills, and a proven trackrecord of collaborative success with customers, vendors, staff and internal business partners.

Understanding of Data Security and Privacy, including corresponding regulations, is a strong plus.

No travel expected. However, this role requires participation in a 24x7 technical support coverage shift that could occasionally be at odds with the resident timezone of the engineer.