Technical Support Engineer 2

Responsibilities

• Act as a remote customer advocate and champion customer needs in collaboration with field teams.
• Interface directly with customers throughout issue resolution, including understanding problems, communicating resolution plans, explaining developments, and conveying solutions.
• Participate in and lead customer conference calls.
• Create and maintain self-service content, including knowledge base articles and support forum content.
• Validate technical information, identify early warnings, and disseminate information as needed.
• Assess when to engage or escalate to senior resources for complex issues.
• Manage a case schedule, prioritize cases, and set customer expectations.
• Work rotational shifts, including holidays, weekends, and on-call coverage as required.
• Develop subject-matter expertise in assigned areas.
• Apply systems analysis techniques to determine hardware and software functionality.
• Contribute technical articles, solution documentation, presentations, and informal training for other support engineers.
• Mentor and coach less experienced technical support engineers.
• Facilitate problem recreation, failure analysis, and systems-level issue resolution.
• Contribute to centralized problem identification and resolution databases.

Requirements

• 3+ years of relevant experience.
• Bachelor's degree in IT, Communications, or Computer Science.
• Excellent customer communication, interpersonal, problem-solving, and logical-thinking skills.
• Ability to work under pressure, collaborate effectively, learn independently, and adapt to business needs.
• Ability to work rotational shifts.
• Knowledge of information and network security fundamentals.
• Knowledge of SQL.
• Fundamentals of Active Directory administration.
• Hands-on knowledge of Linux, network protocols, and web-based applications.
• Experience with ticketing systems such as Salesforce, JIRA, or ServiceNow.
• Familiarity with collaboration tools such as Slack and Microsoft Teams.

Nice-to-haves

• Microsoft IIS troubleshooting or administration.
• Identity and access management, including SSO, SAML, OIDC, OAuth, MFA, PAM, or IGA.
• Web technologies such as HTTP and REST, plus API or SDK troubleshooting or administration.
• Microsoft Windows Server, Active Directory, Group Policy, and DNS.
• Storage technologies troubleshooting or administration.
• Hardware troubleshooting or administration.
• CISSP, CEH, OSSP, or a similar security certification.

Work Arrangement

• Hybrid office presence may be required.