Lead L3 technical support for enterprise customers: manage complex incidents, perform root cause analysis, troubleshoot OS/network/cloud environments, author support documentation, collaborate with Engineering/Product/Customer Success, and ensure high customer satisfaction and operational excellence.
Description
Join our amazing team as our Senior Technical Support Engineer!
We are looking for a highly experienced and driven Technical Support Engineer to lead complex incident management and serve as a key escalation point (L3) for our customers. In this role, you will play a critical part in ensuring operational excellence, driving fast and effective resolutions, and maintaining the highest level of customer satisfaction.
As our Technical Support Engineer, you will work directly with customers to troubleshoot and resolve advanced technical issues across diverse environments. You will act as a trusted technical expert, partnering closely with Engineering, Product, and Customer Success teams to address challenges, improve product operability, and influence future development.
This role works closely with cross-functional teams, including R&D, Product, and Customer Success, to ensure seamless support delivery, continuous improvement, and a best-in-class customer experience.
Responsibilities:
- Offer technical support to customers and partners.
- Effectively manage support cases from recording to resolution, including timely follow-ups
- Conduct fault isolation and root cause analysis for technical issues
- Author Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review technical content for training, marketing, manuals, and troubleshooting guides.
- Provide configurations, troubleshooting, and best practices to customers.
- Collaborate with the Engineering team to influence product operability.
- Communicate complex technical issues effectively to internal and external stakeholders.
- Ensure customer feedback is properly channeled into Product Management and R&D
- Create and publish solution knowledge for re-use by customers and Cyolo employees.
As our Technical Support Engineer, you must have:
- 5+ years of experience in a customer-facing technical support role (preferably L3 or senior level).
- Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging)
- Analytical troubleshooting skills in Linux, displaying problem-solving abilities.
- Industry knowledge of security product market trends and directional awareness of our roadmap and technology development efforts,
- knowledge of competitor offerings and products
- Strong proficiency in software and infrastructure troubleshooting, testing, and debugging.
- Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
- Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
- Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch advantageous)
- Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
- Exposure to SIEM, vulnerability management tools, and firewalls (additional point needed)
- Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities.
- Comfortable collaborating across diverse cross-functional teams with open communication
- Previous experience in a customer-facing technical support role (Support Engineer) advantageous
- Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction (advantageous)
- Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
- A Bachelor's degree in computer science or related discipline or equivalent military experience (advantageous)
- Strong communication (written and verbal) and presentation skills.
- Spanish speaker (advantageous)
Requirements:
- 5+ years of experience in a customer-facing Technical Support / Support Engineer / Escalation Engineer role
- Experience as L3 / Senior Technical Support Engineer handling complex incidents and escalations
- Strong hands-on Linux troubleshooting and debugging experience
- Strong understanding of networking fundamentals: DNS, TCP/IP, Routing, HTTP/HTTPS, VPN, SSH
- Experience troubleshooting production/customer environments
- Experience working directly with enterprise customers
- Strong troubleshooting and root cause analysis skills
- Experience in cybersecurity / SaaS / infrastructure / networking companies
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