Technical Support Engineer

We are looking for a Technical Support Engineer II (TSE 2) to join our global Customer Support team. This role is ideal for someone with a strong technical foundation who is eager to grow into a subject matter expert. You will be responsible for troubleshooting complex customer issues, collaborating with engineering and product teams, and driving customer satisfaction through timely and effective solutions. As a TSE 2, you are expected to go beyond basic troubleshooting by performing in-depth analysis, mentoring junior engineers, and taking ownership of technical cases to closure. Key Responsibilities - Serve as the primary technical contact for customers, managing support cases from initial intake through resolution. - Troubleshoot, analyze, and resolve complex technical issues across product areas (networking, security, OS, applications, etc.). - Reproduce customer issues in lab environments and document clear findings for Engineering escalation when required. - Collaborate with Engineering, QA, and Product teams to drive bug fixes and product improvements. - Mentor and assist TSE 1 engineers in case handling, best practices, and technical skill development. - Ensure timely updates and clear communication with customers on case progress and action plans. - Document solutions, troubleshooting steps, and knowledge base articles to enhance team efficiency. - Participate in 24x7 on-call rotations, weekend shifts, or critical incident response as needed. - Contribute to process improvements and best practices to improve customer experience. Requirements - Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent hands-on experience). - 3–5 years of experience in Technical Support, System Administration, or a related role. - Strong troubleshooting skills in at least two of the following areas: - Operating Systems: Windows, Linux/Unix - Networking: TCP/IP, DNS, VPN, Firewalls, Routing - Security Technologies: SIEM, IDS/IPS, endpoint security, SSL/TLS, PKI - Databases/Applications: SQL, log analysis, application troubleshooting - Familiarity with virtualization platforms (VMware, Hyper-V, or similar) and cloud technologies (AWS, Azure, GCP). - Excellent problem-solving, analytical, and communication skills. - Ability to handle high-pressure situations with professionalism and empathy. Preferred Qualifications - Certifications such as CCNA, RHCSA, CEH, Security+, or equivalent. - Experience with enterprise security products, SIEM tools, or incident response. - Prior experience working with global customers in a 24x7 support environment. - Ability to script or automate tasks (Python, PowerShell, Bash, etc.) is a plus. What We Offer - Opportunity to work with cutting-edge security technologies and enterprise customers. - Collaborative, diverse, and fast-paced work environment. - Professional growth with learning and certification opportunities. - Competitive compensation and benefits package.