Technical Support Engineer Tier 2
Skills
Analytical SkillsCustomer InteractionCustomer SatisfactionCustomer-Focused ServiceNetworkingProduct Road MappingTechnical Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Minimum of 5 years in support or technical support roles
- Strong knowledge of cybersecurity domain and products
- Exceptional communication skills both written and verbal
- Highly proficient in troubleshooting and analytical tasks
- Experience with Active Directory, Microsoft Azure Services, and Windows Server Administration
- Ability to work cross-functionally and team-oriented mindset.
Nice to have
- Empathetic
- Goal-oriented
- Eager to learn
Day to day
- Advocate for customers to Product Management and R&D
- Provide responsive, comprehensive support via Support Portal and phone
- Evaluate, troubleshoot, and document issues in the ticketing system
- Guide first line engineers and conduct detailed problem-solving
- Collaborate cross-functionally with Customer Success Managers and R&D
- Author knowledge base articles and contribute to product roadmap improvements.