Technical Customer Support Engineer

This role is an opportunity for an experienced Technical Support Engineer to provide advanced technical assistance to customers using complex security technologies. You will own challenging third-tier support cases, performing deep technical investigations and driving issues toward effective resolution. The position combines customer engagement, troubleshooting, engineering collaboration, and continuous improvement of support operations. You will work across Linux systems, networks, databases, cloud environments, and security technologies.

As part of a geographically distributed team, you will contribute to a collaborative environment where knowledge sharing and proactive problem-solving are highly valued. The role also offers the opportunity to help shape support processes, tools, documentation, and customer experiences within a growing global organization.

• Manage a customer-facing third-tier technical support queue and take ownership of complex escalations throughout the support lifecycle.
• Diagnose challenging technical issues through detailed investigation, laboratory reproduction, packet analysis, and source-code analysis when required.
• Assess customer impact, prioritize solutions, and coordinate resolution efforts across Support, Engineering, Sales, and other relevant teams.
• Communicate directly with customers through email, telephone, and remote management sessions to explain issues, workarounds, and solutions.
• Partner with Engineering teams to deliver timely, high-quality workarounds and permanent resolutions.
• Identify, qualify, and document opportunities to improve products, hardware, software, processes, and customer support practices.
• Contribute to the development of support processes, tools, workflows, and technical documentation as the organization scales.
• Create customer-facing resources such as knowledge-base articles, troubleshooting guides, and how-to documentation.
• Collaborate with colleagues on investigations, escalations, and technical problem-solving across a geographically dispersed team.
• Participate in limited on-call and out-of-hours support, including weekends and national holidays.
• Identify opportunities to responsibly apply AI and automation to improve support productivity, decision-making, and customer outcomes.

• At least 5 years of experience in technical support, escalation engineering, or a comparable customer-facing technical role.
• Strong experience supporting an international customer base and working effectively within geographically distributed teams.
• Proven ability to diagnose and resolve complex customer issues involving multiple technical layers.
• Strong expertise in Linux-based systems, including system management, operations, and application stacks.
• Solid understanding of security technologies, cybersecurity risks, and security-focused environments.
• Strong knowledge of TCP/IP networking, including packet capture and network traffic analysis.
• Basic to good understanding of SQL and non-SQL databases.
• Experience with virtual environments, cloud platforms, and cloud/SaaS applications.
• Strong initiative and ownership, with the ability to proactively identify recurring issues and drive them through to resolution.
• Ability to collaborate effectively across Support, Engineering, Sales, and other cross-functional teams.
• U.S. citizenship is required.
• Experience with Python and Bash scripting is preferred.
• Experience designing or troubleshooting enterprise and data-center networks is a plus.
• Experience with security appliances, security software, and data interchange…