Technical Support Engineer-L2

Description

Technical Support Engineer – Innovator & Problem Solver

About Us:

We’re disruptors, innovators, and relentless problem-solvers.

We’re not your typical tech company—we protect data. Our Support team is a crew of passionate problem-solvers who thrive on innovation and never settle for the status quo. With our recent transition to a SaaS platform, we’re at a pivotal moment, and the opportunities have never been more significant. We need individuals who can hit the ground running, bring fresh perspectives, and help us navigate this exciting new chapter. If you’re ready to work with cutting-edge technology and be part of a team that values bold ideas and fearless collaboration, you’ve found your home. There’s no better time to join us as we redefine what’s possible in data protection.

Role Overview:

We’re on the lookout for a Technical Support Engineer who’s ready to go beyond the usual break/fix routine. This isn’t just about fixing issues; it’s about breaking the mold of traditional support, anticipating problems before they arise, and driving innovation that keeps our customers raving while protecting their data. You’ll be the spark that ignites a team of forward-thinkers, taking our support to levels most wouldn’t even dream of.

What you'll do:

• Be the Game-Changer: Be part of a high-octane support team with vision, grit, and a relentless drive for excellence. You’re not here to twiddle your thumbs; you’re here to inspire, challenge, and elevate.
• Solve Complex Problems: When others see a roadblock, you see a challenge worth conquering. You’ll tackle issues head-on with creativity, tenacity, and a refusal to settle for anything less than excellence.  Approach challenges with a solution-oriented mindset. Proactively identify and address potential issues before they impact customers. You’re the go-to when others throw in the towel.
• Obsess Over Customers: Our customers aren’t just clients—they’re your mission. Ensure their experience isn’t just good, but legendary. Get inside their heads, anticipate their needs, go above and beyond, and make sure they know we’ve got their back, every step of the way. Our customers don’t just deserve support—they deserve unforgettable experiences.
• Collaborate Boldly: Collaborate within your team to find resolutions faster. Work closely with cross-functional teams (Product, Engineering, Customer Success, etc.) to ensure seamless communication and support. Bring your insights to the table and challenge the status quo. Your collaboration isn’t just participation—it’s disruption with purpose.
• Innovate Relentlessly: Implement solutions that go beyond traditional technical support. You’re here to challenge the norm and set new benchmarks in technical support. Find opportunities to enhance our processes, tools, and customer experiences, and don’t hesitate to shake things up.

Who You Are

Technically Proficient

With 5+ years of experience in technical support, IT, or a related field, you know your stuff and aren’t afraid to show it.

• Experience with SaaS Platforms
  • Understanding of cloud architectures (e.g., AWS, Azure, GCP) and IAM solutions (e.g. Okta, Azure AD, or AWS IAM)
  • Deep understanding of SaaS-specific security challenges, such as multi-tenancy, data segregation, and secure API management.
  • Familiarity with firewalls, VPNs, IDS/IPS, and network protocols (TCP/IP, DNS, SSL/TLS).
  • Experience in troubleshooting network-related issues in a SaaS environment
• Analytical Thinking
  • Expertise in analyzing logs from various sources (firewalls, servers, applications) to identify complex technical issues.
  • Strong initiative in identifying potential issues before they become critical, using ADX logs and Grafana dashboards.
  • Ability to think critically and solve complex problems, often under pressure.
  • Strong troubleshooting skills, with a focus on identifying not just the symptoms but the root cause of issues.

Game-Changer Qualities

• Effective Communicator: Ability to document troubleshooting processes and findings clearly, ensuring that all steps are reproducible and understandable.
  • Strong communication and interpersonal skills, with the ability to translate complex technical concepts into understandable terms for customers.
• Growth Oriented: A strong desire to learn, adapt, and grow in a dynamic environment. Ability to think strategically and execute with excellence. You’re never satisfied with “good enough.” You’re constantly learning, growing, and pushing yourself—and your team—further.

• Adaptability: Ability to quickly adapt to new technologies, updates, and changes in the platform. Comfort with a fast-paced, dynamic work environment.

• Resilience: Ability to handle high-pressure situations, especially during critical incidents, and remain calm and focused.

• Customer-Centric Mindset: You get that customer success is the ultimate goal. You’re committed to delivering exceptional experiences, no matter what it takes. Your customers are your passion. You don’t just solve their problems—you blow their expectations out of the water.
  • Empathy & Patience: Skill in managing customer concerns, especially during security incidents, with a focus on clear, calm, and effective communication.
• Natural Leader: When you speak, people listen—and they follow. You lead through influence and inspire your peers with your expertise and drive. People look to you for guidance, and you’re always ready to mentor and inspire. You understand the impact that collaboration brings to a team.
• Time Management and Prioritization: Strong organizational skills and the ability to manage time effectively, especially when dealing with multiple high-priority issues simultaneously. Ability to prioritize tasks based on urgency, impact, and customer needs.
• Battle-Tested: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). But your experience and mindset matter more than paper credentials.

Why You’ll Love It Here

• Impact: Be part of a team that is shaping the future of technology support.
• Culture of Innovation: Be part of a team that values bold ideas, creativity, and collaboration. Here, your contributions aren’t just welcomed—they’re expected.
• Be Valued: Your voice matters. We want your ideas, your challenges, and your unique perspective.
• Stay Ahead: Work with the latest technology and be part of a company that’s always pushing the envelope.
• Growth: Opportunities for professional development and career advancement.