Technical Support Engineer

Jobgether

7d

About The Position

This role offers the opportunity to provide expert technical support in a fast-paced cybersecurity environment, helping customers solve complex issues while ensuring an outstanding user experience. You will serve as a critical liaison between customers and internal teams, troubleshooting technical problems, escalating critical issues, and collaborating with engineering, product, and sales teams to deliver effective solutions. The position requires strong problem-solving skills, excellent communication, and a deep understanding of enterprise IT environments, including Windows, networking, and security technologies. You will have the chance to contribute to process improvements, product enhancements, and knowledge sharing across teams. This role is dynamic, with on-call responsibilities, and offers the chance to grow professionally while impacting customer satisfaction and operational excellence. You will be part of a supportive and collaborative culture that values diversity, learning, and continuous improvement.

Requirements

• Bachelor’s degree in a related technical field preferred.
• 5+ years of experience in enterprise software customer support or IT-related support.
• Proficient with Windows Desktop and Server OS; Mac OS knowledge preferred.
• Strong understanding of networking, Active Directory, GPO, virtualization, DNS, AV/firewall rules, and secure machine-to-machine communications.
• Excellent verbal and written communication skills, with the ability to convey technical concepts to diverse audiences.
• Strong customer service orientation, analytical skills, and ability to interact effectively with cross-functional teams.
• Collaborative mindset with dedication to teamwork, learning, and contributing to a positive customer experience.

Responsibilities

• Provide phone, email, and chat support for assigned accounts, managing customer communication and expectations.
• Troubleshoot and debug complex technical issues, acting as a liaison to Engineering, Sales, and Field Engineering teams.
• Escalate critical issues to the Technical Support Manager and track resolution progress with customers.
• Transition product issues to Engineering and enhancement requests to Product Management, ensuring timely updates.
• Participate in on-call rotation to support the assigned product team.
• Collaborate across teams to improve support processes, customer outcomes, and product usability.

Benefits

• Competitive compensation and performance incentives.
• Comprehensive healthcare coverage including medical, dental, and vision.
• Flexible schedules and supportive remote work options.
• Paid time off and opportunities for professional development.
• Collaborative, inclusive, and diverse work culture.
• Mentorship and growth opportunities across technical and customer-facing teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level