Technical Support Engineer II

Role overview Provide post-sale technical support to customers and partners using enterprise identity security products. The work centers on investigating technical cases, reproducing reported behavior, and guiding customers through clear, documented resolution steps. The role also participates in a shared on-call rotation for production issues and escalations.

Responsibilities - Assess incoming customer issues, document symptoms, and gather relevant technical details and resources. - Troubleshoot and reproduce case scenarios to identify likely causes. - Develop and communicate resolution plans in a clear, professional manner. - Keep customers and partners informed and record corrective actions and case outcomes. - Take part in the team’s rotating on-call coverage, which may include evenings, weekends, or holidays.

Requirements - Around one to two years of relevant technical support experience or equivalent. - Working knowledge in one or more areas such as IT or system administration, networking, data transport and encryption, cloud infrastructure, virtualization, or security concepts. - Strong troubleshooting skills, including the ability to break down complex problems methodically. - Clear written and spoken English and the ability to explain technical issues to customers. - Reliable, organized, self-motivated approach, with attention to detail and ownership of case follow-through. - Comfort working with international customers and colleagues.

Nice to have - Relational database and SQL knowledge, or experience with .NET applications. - Ability to discuss technical topics professionally in additional languages. - Current or prior security clearance.

Benefits and work setup The position includes rotating on-call coverage outside standard hours. Listed benefits include healthcare, retirement or pension matching, life insurance, employee assistance, time off, paid holidays, and a bonus program.