Senior Technical Support Engineer

As a Technical Support Engineer, you will provide multi-platform technical support via phone, email, and chat, troubleshooting security and cloud issues alongside engineering teams. You’ll document cases clearly and contribute to knowledge base resources to improve support quality and efficiency.

What You Will Do

Primary responsibilities include: providing phone/email/chat-based customer support, documenting case activities, striving to resolve customer issues based on SLAs, maintaining excellent customer satisfaction, working closely with research and development teams, contributing to the knowledge base.

Why It Might Be a Fit

Ideal candidates will have excellent customer-oriented skills, strong problem-solving and troubleshooting skills, excellent written and verbal communication skills, experience with endpoint and server-based security solutions, and proficiency in Windows, Mac, and Linux.

Requirements

• Excellent customer-oriented individual
• Strong problem-solving and troubleshooting skills
• Excellent written and verbal communication skills
• Experience with endpoint and server-based security solutions
• Experience with host base security solutions
• Proficient in Windows, Mac, and Linux

Benefits

• Equity & Rewards
• Restricted Stock Units (RSUs)
• Employee Stock Purchase Plan (ESPP)
• Time Off & Wellbeing
• Flexible time off
• Paid company holidays and paid sick time
• Gender-neutral parental leave
• Grandparent leave
• Insurance & Financial Security
• Medical, dental, and vision coverage
• 401(k) retirement plan with company match
• Life and disability insurance
• Health and dependent care FSA
• Voluntary benefits (hospital, accident, critical illness)
• Employee Assistance Program (EAP)
• ARAG pre-paid legal
• Nationwide pet insurance
• Cancer Care program
• Global business travel medical insurance
• Work Perks & Flexibility
• Home office allowance
• Mobile phone reimbursement
• Wellness & Lifestyle
• Wellness coach
• Wellness/gym reimbursement
• Fertility coverage
• Adoption & surrogacy reimbursement