We are looking for an experienced and customer-focused Tier 3 Support Engineer with Professional Services Expertise to serve as a key technical resource. This role focuses on troubleshooting, resolving application issues, and providing expert support to ensure customer success. The ideal candidate has a strong background in cybersecurity, cloud technologies, and customer-facing roles, with a dedication to delivering exceptional solutions.
Key Responsibilities
Technical Troubleshooting and Support:
Provide expert-level troubleshooting for application issues, configurations, security vulnerabilities, and general functionality.
Work closely with customers and internal teams to diagnose and resolve complex technical challenges.
Investigate application behaviors and anomalies, identifying root causes and recommending appropriate solutions.
Escalation Management:
Take ownership of escalated support cases, ensuring timely and thorough resolution.
Identify patterns in recurring issues and contribute to permanent fixes or workarounds.
Collaborate with development and product teams to address root causes and improve application reliability.
Customer Communication:
Maintain clear, professional, and proactive communication with customers throughout the support lifecycle.
Ensure solutions are tailored to meet customer needs while setting accurate expectations.
Professional Services Collaboration:
Partner with sales and other internal teams to deliver professional services, enhancing customer adoption and satisfaction.
Assist with onboarding, integrations, and custom configurations as needed.
Requirements: Experience:
Technical Expertise:
5+ years of experience in technical support (Tier 3), professional services, or a customer-facing role within the cybersecurity or cloud computing fields.
Strong familiarity with cloud and SaaS environments (AWS, Azure, GCP)
Experience troubleshooting and debugging application-related issues in distributed cloud-based systems.
Experience with Kibana, Elasticsearch or similar
Automation and Scripting:
Proficiency in scripting or automation tools and languages such as Python, Bash, or similar.
Communication and Problem-Solving:
Exceptional analytical and troubleshooting skills, particularly with application-level issues.
Strong verbal and written communication skills to bridge technical concepts for diverse audiences.
Key Attributes:
Keen attention to detail with a proactive mindset.
Ability to independently manage multiple high-priority issues simultaneously.
Collaborative team player with the ability to work effectively across departments.
Customer-centric approach with a strong passion for resolving technical challenges.
Advantages:
Familiarity with containerization technologies (e.g., Docker, Kubernetes).
Hands-on experience with cybersecurity technologies and tools such as SIEMs, NIST frameworks, Nuclei, Shodan, etc.
Knowledge of application security practices and protocols.
Prior Experience in Intelligence
Experience with Data Pipelines
Experience working with Salesforce as a ticketing system
Familiarity with Jira
Experience with monitoring and visualization tools (Grafana, Prometheus, etc.)
Working knowledge in Linux environment.
This position is open to all candidates.