We seek a passionate Tier-1 Technical Support Engineer to join our rapidly growing Global Support and Services organization.
As a Senior Tier-1 Support Engineer, you will serve as the first point of contact for customers, delivering timely, accurate responses. You will be the interface between our customers, field engineers, and development, providing top-tier technical support to our customers.We seek someone with a proven track record of supporting enterprise customers across Windows, Mac, and Linux environments, who thrive under pressure while managing multiple cases efficiently. In this role, your analytical thinking and resourcefulness will be key in troubleshooting complex issues, optimizing resolution times, and ensuring high customer satisfaction.
What will you do?
Assist customers with product-related questions, technical troubleshooting, and service-related concerns.
Understand the issue and the business/security impact, provide frequent, meaningful, and high-quality responses to customers.
Deliver clear, concise, and friendly communication that reflects a customer-first approach.
Escalate complex or unresolved issues to the appropriate internal teams.
Deflect repeated issues through automation/KB/Self Service.
Requirements: Minimum 2 years of experience in customer support or a customer-facing technical role (e.g. Technical Support, Customer Success, Professional Services).
Exceptional written communication skills with strong attention to detail.
Proactive problem-solver with a professional and empathetic approach.
Able to handle multiple customer service requests simultaneously while maintaining quality.
Fluent in English; additional languages are a bonus.
Comfortable working remotely with minimal supervision in a fast-paced environment.
Networking or Endpoint Security background required.
Excellent customer-facing abilities and strong problem-solving as well as troubleshooting skills.
Demonstrated understanding of common customer service tools (Ticketing, Voice, Chat) and processes.
Ability to think outside the box and drive innovation that improves productivity.
Independent, responsible, and result-driven team player.
Advantages
AWS, GCP, or Azure experience
Experience with writing code and scripting
Notes
Travel required as needed
This position is open to all candidates.