Technical Support Engineer

About the role

Technical Customer Support is our customers’ “hotline.” This department has revolutionized the way we think about technical support. They face the challenging reality of one-on-one support and leave our customers with a positive impression, providing invaluable feedback to developers and testers.

What you'll do

• Leads the end-to-end post-sales technical support function for complex, multi-stakeholder customer environments
• Drives SLA performance excellence by proactively identifying systemic gaps, influencing team practices and workflows
• Champions rigorous documentation standards across the team, ensuring all issues, troubleshooting steps, and root cause analyses are thoroughly captured
• Leads knowledge management initiatives by authoring and curating high-quality KB articles from RCAs
• Exercises independent judgment to determine appropriate escalation paths to engineering

What you need

• Linux
• Networking
• Data privacy
• DLP
• SQL
• NoSQL

Good to have

• Shell scripting
• Docker
• Kubernetes
• Root cause analysis
• Zendesk
• Roadmapping