Technical Support Engineer

1 day ago

Antipolo City, Calabarzon, Philippines beBeeEngineer Full time $80,000 - $120,000
Technical Support Engineer - Privileged Access Management Specialist

About Our Team

We strive to revolutionize data security by placing identity at the core, providing unparalleled visibility and control. Engineered and supported by over 900 highly skilled employees and hundreds of trusted partners in nearly every geography, our solutions are relied upon daily by security professionals across more than 13,500 organizations worldwide.

Over two decades, we have expanded our market presence through innovation, organic growth, and strategic acquisitions, backed by renowned private equity firms. We maintain a global presence, fostering a remote-first work environment while encouraging frequent face-to-face interaction with colleagues, customers, and partners.

Job Summary

Technical Support Engineers serve as escalation points for high-priority issues, leading diagnosis, troubleshooting, and resolution of complex technical problems. They own and resolve critical incidents, ensuring rapid responses, effective solutions, and timely communication to stakeholders. Additionally, they mentor junior engineers, share best practices, and develop new training materials.

Key Responsibilities

  • Diagnose and troubleshoot complex technical issues, collaborating with cross-functional teams to ensure swift resolutions.
  • Own critical incidents, providing timely updates and communicating effectively with stakeholders.
  • Mentor and train junior engineers, sharing knowledge and best practices to enhance team performance.
  • Act as a trusted advisor to customers, offering technical guidance and recommendations to optimize system performance.
  • Document root-cause analyses, technical solutions, and team processes, regularly reviewing existing documentation for accuracy.
  • Monitor engineering escalations to identify trends, reporting findings to leadership to implement long-term solutions.
  • Participate in an on-call rotation for after-hours support, handling critical incidents as needed.
  • Analyze customer environments to identify potential technical issues, providing proactive recommendations to improve system performance.

Qualifications

  • 5+ years in a technical customer-facing role or equivalent experience and/or a Bachelor's Degree in Computer Science or related field.
  • At least 2 years in a senior or escalation role, demonstrating exceptional problem-solving skills and verbal/written communication abilities.
  • Experience working with popular operating systems (Windows, Linux, MacOS), networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls), and cloud platforms (AWS, Azure, GCP).
  • Advanced knowledge of databases (SQL, MySQL, PostgreSQL, Oracle) and scripting languages (Python, Bash, Powershell). Familiarity with DevOps tools and practices is beneficial.

Why Join Our Team?

  • Opportunities for Continuous Learning and Development
  • Collaborative, Innovative Work Environment

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