Technical Support Engineer
Skills
Analytical SkillsTrainingCustomer Relationship ManagementDocumentationEasily AdaptableEnglishKerberos
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1+ year of technical customer support experience
- Familiarity with troubleshooting Windows Linux and Active Directory environments
- Basic understanding of authentication concepts and protocols such as Kerberos LDAP and SAML
- Experience with ticketing and support systems such as Zendesk Jira Salesforce or similar platforms
- Technical degree or equivalent work experience preferred
- Strong written and verbal communication skills in English
- Available to work 8-hour shifts aligned to US Pacific time coverage with flexibility as needed
- Willingness to travel up to 10% of the time
Nice to have
- Analytical
- Adaptable
- Customer-focused
- Collaborative
- Detail-oriented
Day to day
- Own end-to-end technical support cases from initial analysis through resolution
- Investigate and troubleshoot complex customer issues across Windows Linux and Active Directory environments
- Collaborate closely with R&D Customer Success and Sales to improve technical processes and customer outcomes
- Create clear knowledge articles and maintain accurate case records while meeting SLAs
- Work rotating on-call shifts and support customers during West Coast hours