Customer Support Engineer

Virtual Vocations Inc

To support complex customer escalations, the remote Senior Customer Support Engineer (Tier 3) will manage high-severity technical issues, collaborating with engineering and support teams to ensure effective resolutions and handoffs. Key Responsibilities Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff, including deep-dive investigations Communicate directly with customers to gather information, pull logs, and discuss leading theories regarding their issues Build comprehensive engineering handoff packages that include reproducible cases, log evidence, and proposed ownership for fixes Required Qualifications 4+ years in a technical support or escalation role at a SaaS or infrastructure company Hands-on networking experience with TCP/IP, routing, DNS, firewalls, and VPNs Deep familiarity with overlay networking concepts such as WireGuard and UDP hole punching Code-level debugging capability, including reading Go source and understanding network interface semantics Proficiency with programming/scripting in Go, Python, and JSON

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