Remote job
Technical Support Engineer
Job details
About this role
Role overview
A Technical Support Engineer position focused on helping customers deploy, configure, and troubleshoot a cybersecurity SaaS product portfolio. The engineer serves as the primary technical contact, working across phone, chat, and email channels to diagnose issues and keep product experiences running smoothly. The role sits within a remote, customer-facing team that values flexibility, continuous learning, and close collaboration with engineering, product, and field teams.
Responsibilities
- Manage customer communication and expectations across phone, email, and chat support channels. - Diagnose and debug technical issues in customer environments, documenting each incident clearly and professionally. - Act as the liaison between customers and internal Engineering, Product Management, Sales, and Field Engineering teams. - Track product issues and enhancement requests, transitioning them to the appropriate teams and providing regular status updates. - Escalate critical issues and roadblocks to the Technical Support Manager when needed. - Participate in an on-call rotation for the assigned product team.
Requirements
- Bachelor's degree preferred in a related technical field. - Around five years of experience in enterprise software customer support or IT-related support. - Proficient knowledge of Windows-based server operating systems such as Microsoft Windows Server. - Strong dedication to customer care with excellent verbal and written communication skills, in person, by phone, and with large groups. - Working knowledge of Active Directory and Group Policy Objects, DNS, and Windows account administration. - Familiarity with network topology and layers, networking tools and utilities, and AV/firewall rules and policies.
Nice to have
- Experience with virtualization environments and secure machine-to-machine communications. - Exposure to security software platforms and identity-centric access management solutions. - Comfort collaborating with pre-sales engineers, product management, development, and sales teams.
Benefits and work setup
- Remote position with a flexibility- and trust-based work culture. - Continuous learning environment that recognizes individual growth and impact. - Diverse, inclusive team setting focused on collaboration and shared success.