Technical Support Engineer

SafeGraph

Technical Support Engineer II

We are looking for a Technical Support Engineer II (TSE 2) to join our global Customer Support team. This role is ideal for someone with a strong technical foundation who is eager to grow into a subject matter expert. You will be responsible for troubleshooting complex customer issues, collaborating with engineering and product teams, and driving customer satisfaction through timely and effective solutions.

As a TSE 2, you are expected to go beyond basic troubleshooting by performing in-depth analysis, mentoring junior engineers, and taking ownership of technical cases to closure.

Key Responsibilities

Serve as the primary technical contact for customers, managing support cases from initial intake through resolution.
Troubleshoot, analyze, and resolve complex technical issues across product areas (networking, security, OS, applications, etc.).
Reproduce customer issues in lab environments and document clear findings for Engineering escalation when required.
Collaborate with Engineering, QA, and Product teams to drive bug fixes and product improvements.
Mentor and assist TSE 1 engineers in case handling, best practices, and technical skill development.
Ensure timely updates and clear communication with customers on case progress and action plans.
Document solutions, troubleshooting steps, and knowledge base articles to enhance team efficiency.
Participate in 24x7 on-call rotations, weekend shifts, or critical incident response as needed.
Contribute to process improvements and best practices to improve customer experience.

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Vacancy posted 4 days ago

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