Senior Technical Problem Solver

As a Senior Technical Support Engineer, you will be responsible for resolving complex technical issues and collaborating with product and engineering teams to ensure seamless customer experience. You will also have the opportunity to mentor junior engineers and contribute to internal support documentation.

This is an exciting opportunity to join our team as a senior-level technical expert who can provide high-quality support to our customers. If you have a passion for troubleshooting and problem-solving, this role may be perfect for you.

You will work closely with cross-functional teams to resolve technical issues, collaborate on projects, and develop training materials. Additionally, you will be responsible for monitoring engineering escalations to identify trends and gaps in knowledge, reporting findings to leadership, and participating in an on-call rotation for after-hours support.

• Serve as the escalation point for high-priority or highly complex issues; lead diagnosis, troubleshooting, and resolution of complex technical issues.
• Own and resolve critical incidents with rapid responses, effective solutions, and timely customer and stakeholder communication.
• Escalate cases to engineering teams as needed and manage escalations through to resolution.
• Mentor, guide, and train other technical support engineers; share best practices, assist with escalations, develop training materials, and help teammates develop their skills.
• Act as a trusted advisor to customers with technical guidance, root cause analyses (RCA), proactive optimization recommendations, and detailed updates for ongoing or critical issues.
• Document root-cause analyses, solutions, troubleshooting steps, and team processes; review documentation and training for gaps and outdated information.
• Monitor engineering escalations to identify trends, training quality issues, and knowledge gaps; report findings to leadership to support long-term improvements.
• Participate in an on-call rotation for after-hours support to handle critical incidents as needed.
• Monitor incoming tickets and customer environments to identify potential issues/trends and provide proactive recommendations to improve performance and stability.

• 5+ years in a technical customer-facing role, and/or a Bachelor's Degree in Computer Science, Information Technology, or a related field; at least 4 years' experience in a service or customer-facing role.
• At least 2 years in a senior or escalation role.
• Impeccable verbal and written communication; ability to explain technical concepts clearly to technical and non-technical users with easy-to-follow instructions.
• Strong problem-solving skills with the ability to assess issues, identify root causes, and develop effective solutions under pressure.
• Experience helping customers, de-escalating conflicts, and acting as a constructive advisor to clients.
• Mentoring experience with junior engineers and fostering a collaborative team environment.
• Ability to manage multiple high-priority tasks in a fast-paced environment, delivering issues within or ahead of required timeframes.
• Advanced knowledge of Windows, Linux, and macOS; strong understanding of networking (TCP/IP, DNS, DHCP, VPN, firewalls).
• Familiarity with cloud platforms (AWS, Azure, GCP) and virtualization (VMware, Hyper-V).
• Experience with databases (SQL, MySQL, PostgreSQL, Oracle) and scripting (Python, Bash, PowerShell).
• Familiarity with DevOps tools and practices (Azure, CI/CD, Docker, Kubernetes).
• Other technical experience: Endpoint security (DLP, SCCM, Jamf, etc.), systems administration, software deployment and management, and understanding of standards such as GDPR, HIPAA; basic scripting (PowerShell, Bash).

• Next-Level Customer Focus
• Excellence
• Transparent Ownership
• Winning with Clear Thinking
• Relentless Innovation
• Industry-Leading Expertise
• eXceptional Together

We offer a dynamic work environment that fosters growth, teamwork, and innovation. Join us and contribute your expertise to drive success and excellence in our organization.