Technical Customer Support Engineer

Technical Customer Support EngineerThis position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Customer Support Engineer based in United States.This is a high-impact technical support role focused on solving complex customer challenges across sophisticated security and technology environments. You will work on third-tier escalations, performing deep technical investigations that may involve lab reproduction, source-code analysis, networking, Linux systems, databases, and cloud technologies. The role combines hands-on troubleshooting with close collaboration across Support, Engineering, Sales, and customers. You will also help improve support processes, tools, documentation, and customer-facing resources. As part of a geographically distributed global team, you will contribute to a culture of knowledge sharing, proactive problem solving, and continuous improvement. The position offers an opportunity to influence both customer outcomes and the evolution of a growing technical support organization.Accountabilities:Own and resolve complex third-tier customer support cases, conducting detailed technical investigations and reproducing issues in laboratory environments when required.Analyze source code, system behavior, logs, network traffic, and other technical data to identify root causes and develop effective solutions or workarounds.Assess customer impact and prioritize technical solutions, coordinating resolution efforts across Support and other relevant teams.Communicate directly with customers and Sales through email, phone, and remote support sessions to investigate issues and maintain a positive customer experience.Partner closely with Engineering teams to provide high-quality workarounds, escalate product issues, and drive timely resolution of complex technical problems.Identify, qualify, and document opportunities to improve products, hardware, software, support processes, and customer experience.Develop and enhance Support processes, tools, documentation, knowledge-base articles, and how-to guides to strengthen the broader organization.Collaborate with geographically distributed colleagues on investigations, escalations, and technical knowledge sharing.Provide limited on-call or out-of-hours support during weekends and national holidays as needed.Identify opportunities to responsibly incorporate AI and automation into support workflows, helping improve productivity, quality, decision-making, and customer outcomes.Requirements:At least 5 years of experience in technical support, escalation engineering, or a closely related technical customer-facing role, with strong experience supporting an international customer base.Demonstrated ability to diagnose and resolve complex technical issues in challenging production environments.Strong expertise with Linux-based systems, including system management, operations, and application stacks.Solid understanding of security technologies, cybersecurity risks, and enterprise technology environments.Excellent knowledge of TCP/IP networking and packet-capture analysis, with the ability to troubleshoot complex network-related issues.Basic understanding of both SQL and non-SQL databases, with stronger database knowledge considered an advantage.Experience working with geographically distributed teams and collaborating effectively across functions and time zones.Exposure to virtualized environments, cloud platforms, and cloud/SaaS applications, with deeper expertise considered a plus.Experience with scripting or programming, particularly Python and Bash, is desirable.Understanding of enterprise and data-center network design, security appliances, security software, and data interchange between different systems is desirable.Strong initiative and ownership, with the ability to proactively identify recurring or emerging issues and drive them through to resolution.Excellent communication, collaboration, analytical thinking, and customer-service skills, with a strong team-oriented mindset.Demonstrated ability to use AI-enabled tools such as ChatGPT Enterprise, Microsoft Copilot, or AI-powered analytics to improve technical work, customer communication, research, reporting, and routine workflows.Ability to critically validate AI-generated outputs, apply sound technical judgment, and appropriately protect confidential and customer information.U.S. citizenship is required.Benefits:$80,000–$90,000 USD in base compensation, with actual pay determined by location, experience, and relevant internal pay positioning.Eligibility for an incentive plan and participation in an employee equity plan through stock options.Comprehensive benefits supporting financial, physical, mental, and overall wellbeing.Health care insurance, with specific offerings varying by location.Income protection and life insurance.Access to retirement savings plans.Behavioral and emotional wellness services.Generous paid time away from work.Comprehensive employee recognition programs.Opportunity to work remotely within the United States as part of a globally distributed support organization.Career growth opportunities in a fast-moving environment where employees can influence support processes, tools, and technical practices. 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