Senior Technical Support Engineer

Role Purpose:

• Work in a customer-facing capacity dedicated to top-tier customers, ensuring seamless product experiences.
• Resolve issues cross-functionally to maintain continuous product operation and customer satisfaction.

Main Responsibilities:

• Interact with customers through support tools, audio, video, and screen-sharing sessions to identify and resolve technical issues.
• Reproduce customer problems internally, document bugs for Engineering, and provide feedback to training and documentation teams.
• Participate in weekend on-call rosters, lead escalation calls, and mentor team members on best practices.

Required Skills & Qualifications:

• Minimum of 8 years of related experience or equivalent; technical degree preferred.
• Strong knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP, and Linux administration.
• Experience with cloud platforms (AWS, Azure, GCP) and virtualization in enterprise environments.