Senior Technical Support Engineer

About the role

The Senior Technical Support Engineer provides advanced technical support to strategic customers, ensuring reliable product performance and efficient resolution of complex technical issues. This role takes end-to-end ownership of customer concerns, from initial troubleshooting and problem reproduction through root cause analysis and resolution. The position also contributes to cross-functional collaboration, escalation management, knowledge sharing, and continuous improvements that strengthen customer satisfaction and platform reliability.

Responsibilities

• Respond professionally and efficiently to customer technical issues while meeting or exceeding expectations for quality and timeliness.
• Take end-to-end ownership of assigned customer issues, including troubleshooting, investigation, root cause identification, and resolution.
• Communicate with customers and partners through online tools, audio calls, and video sessions.
• Collaborate with Support, Engineering, SRE, Product Management, and Customer Success teams to resolve complex issues.
• Reproduce customer-reported problems internally to support effective troubleshooting and resolution.
• Document and report product defects and bugs that affect customers.
• Provide feedback to training and documentation teams to help address recurring customer issues.
• Follow established technical, security, quality, and compliance practices, including ISO 27001 and ISO 9001 standards.
• Prioritize workload effectively and manage multiple customer issues within required timelines.
• Participate in on-call and holiday support rotations as required.
• Lead escalation calls for urgent customer issues and develop clear action plans through resolution.
• Mentor team members and promote technical best practices and knowledge sharing.
• Develop deep subject matter expertise in the organization's platform and technologies.
• Identify and implement process improvements that enhance the customer support experience.
• Contribute to recruitment, onboarding, and continued growth of the support organization.
• Serve as a first point of contact for urgent tickets and high-priority customer issues.
• Maintain a positive, collaborative, and accountable approach while demonstrating leadership through daily work.

Requirements

• Bachelor’s degree in Computer Engineering, Computer Information Systems, Management Information Systems, Computer Science, or a related technical field preferred.
• Minimum 8 years of relevant technical experience with a Bachelor’s degree or equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Strong analytical, diagnostic, and creative troubleshooting abilities.
• Knowledge of REST APIs, SSL/TLS, IPv4, JSON, LDAP, and proxy technologies.
• Experience administering and troubleshooting Linux environments.
• Experience working with virtualization technologies in enterprise environments.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Strong collaboration, teamwork, and customer relationship skills.
• Preferred experience supporting Identity and Access Management (IAM) software or related cybersecurity solutions.
• Preferred location on the U.S. West Coast.

Pay

Salary range: $70,000–$87,000 per year.