The Technical Support Engineer role involves leading incident management, troubleshooting technical issues, and collaborating with various teams to enhance customer satisfaction through effective support.
Description
Join our amazing team as our Senior Technical Support Engineer!
We are looking for a highly experienced and driven Technical Support Engineer to lead complex incident management and serve as a key escalation point (L3) for our customers. In this role, you will play a critical part in ensuring operational excellence, driving fast and effective resolutions, and maintaining the highest level of customer satisfaction.
As our Technical Support Engineer, you will work directly with customers to troubleshoot and resolve advanced technical issues across diverse environments. You will act as a trusted technical expert, partnering closely with Engineering, Product, and Customer Success teams to address challenges, improve product operability, and influence future development.
This role works closely with cross-functional teams, including R&D, Product, and Customer Success, to ensure seamless support delivery, continuous improvement, and a best-in-class customer experience.
Responsibilities:
- Offer technical support to customers and partners.
- Effectively manage support cases from recording to resolution, including timely follow-ups
- Conduct fault isolation and root cause analysis for technical issues
- Author Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review technical content for training, marketing, manuals, and troubleshooting guides.
- Provide configurations, troubleshooting, and best practices to customers.
- Collaborate with the Engineering team to influence product operability.
- Communicate complex technical issues effectively to internal and external stakeholders.
- Ensure customer feedback is properly channeled into Product Management and R&D
- Create and publish solution knowledge for re-use by customers and Cyolo employees.
As our Technical Support Engineer, you must have:
- 5+ years of experience in a customer-facing technical support role (preferably L3 or senior level).
- Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging)
- Analytical troubleshooting skills in Linux, displaying problem-solving abilities.
- Industry knowledge of security product market trends and directional awareness of our roadmap and technology development efforts,
- knowledge of competitor offerings and products
- Strong proficiency in software and infrastructure troubleshooting, testing, and debugging.
- Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
- Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
- Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch advantageous)
- Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
- Exposure to SIEM, vulnerability management tools, and firewalls (additional point needed)
- Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities.
- Comfortable collaborating across diverse cross-functional teams with open communication
- Previous experience in a customer-facing technical support role (Support Engineer) advantageous
- Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction (advantageous)
- Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
- A Bachelor's degree in computer science or related discipline or equivalent military experience (advantageous)
- Strong communication (written and verbal) and presentation skills.
- Spanish speaker (advantageous)
Similar Jobs
HR Tech • Information Technology • Professional Services • Sales • Software
The Customer Experience Engineer will manage payroll workflows, troubleshoot issues, and enhance payroll systems using their payroll expertise and technical skills.
Top Skills:
AdpAPIsGustoHrisPaylocityPayroll SystemsWorkday
HR Tech • Information Technology • Professional Services • Sales • Software
The role involves acting as a technical escalation point, debugging system issues, analyzing logs and data, collaborating with engineering, and driving reliability improvements. Responsibilities also include mentoring, creating documentation, and enhancing internal tools.
Top Skills:
APIsDatadogSplunkSQLWebhooks
Cloud • Information Technology
The Technical Support Engineer I resolves complex customer issues involving Backblaze products and 3rd party integrations, provides training, documentation, and collaborates cross-functionally to improve service.
Top Skills:
APIsBashCmdLinuxmacOSPowershellPythonTerminalWindows
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
