Technical Support Engineer

Responsibilities

• Document and manage customer issues, delivering excellent customer service and managing customer expectations
• Monitor and respond to customer inquiries, coordinate customer communication, assuring timely status updates and issue resolution
• Collaborate within the company, escalating issues and engaging others to solve hard problems
• Report product defects and enhancement requests
• Identify and advocate product supportability requirements

• BA in Computer Science or related field, or in lieu of Bachelors, 6+ years additional relevant work experience
• Minimum 2 years experience in customer technical support role working in a hosted application preferred
• Red Hat Enterprise Linux (RHEL) system administration knowledge is preferred
• Familiarity with Linux service and performance troubleshooting is a plus
• Knowledge of tools such as Command line, power shell, performance monitor or other data gathering tools preferred
• Familiarity with log analysis, correlating multiple log types for deep dive analysis
• Knowledge of system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper‑V
• Basic understanding of SSL/TLS certifications with a basic understanding of Public Key Infrastructure (PKI)
• Basic understanding of authentication protocols such as LDAP and 802.1x
• Understanding of relational database systems and SQL scripting

Demonstrates expertise in customer technical support, with a strong focus on issue resolution, system administration, and performance troubleshooting. Proficient in managing customer expectations and collaborating across teams to advocate for product supportability.