Technical Customer Support Engineer

Role overview A senior technical support role on a third-tier queue for an AI-driven threat detection and response platform. The position combines deep diagnosis of customer issues, lab reproduction, and close collaboration with engineering, while helping shape the global support function as it scales.

Responsibilities - Work a customer-facing third-tier support queue handling complex issues across global accounts - Diagnose issues deeply through lab reproduction and source-code analysis, then quantify customer impact - Engage with customers and the sales organisation via email, phone, and remote sessions such as WebEx, Zoom, or GoToMeeting - Partner with engineering teams to deliver timely, high-quality workarounds and fixes - Identify, qualify, and document improvements to products, hardware, software, and processes - Build support processes, tools, and documentation, and develop customer-facing content such as knowledge-base articles and how-to guides - Provide limited on-call and out-of-hours support during weekends and national holidays - Collaborate across a geographically dispersed global support team on investigations and escalations

Requirements - At least five years in a technical support or escalation engineering role - Strong experience supporting an international customer base - Expertise in Linux-based systems, their management, operation, and application stacks - Solid understanding of current security technologies and risks - Excellent grasp of the TCP/IP protocol suite, including packet capture analysis - Basic familiarity with SQL and non-SQL databases - Ability to work effectively within a dispersed global support team - Initiative to proactively identify new issues and drive them to resolution - Some exposure to virtual environments and to cloud or SaaS platforms - Must be a U.S. citizen

Nice to have - Scripting and programming skills in Python and the bash shell - Design and troubleshooting experience with enterprise and data center networks - Stronger understanding of SQL, non-SQL databases, virtual environments, and cloud environments - Experience with security appliances and security software - Experience moving data between dissimilar systems - Practical use of AI-enabled tools such as enterprise chat assistants and AI-enabled analytics to improve support quality

Benefits and work setup - Base salary in the range of 80,000 to 90,000 USD, plus incentive plan eligibility and an employee equity plan - Health care insurance, income protection and life insurance, and access to retirement savings plans - Behavioral and emotional wellness services and generous time off - Comprehensive employee recognition program