Technical Support Engineer - Namer
RemoteHunter
Job description
About the Opportunity:
This organization helps businesses earn and prove trust by enabling continuous monitoring and verification of security. The Technical Support Engineer (TSE) plays a critical role in resolving complex technical issues and serves as the final escalation point for Technical Support Specialists. This role collaborates closely with Support and Engineering teams to deliver excellent customer experiences while meeting service SLAs.
Responsibilities:
• Provide technical support to customers through email, screen sharing, and chat within established SLAs.
• Develop deep understanding of product capabilities, integrations, configurations, and messaging.
• Own and resolve complex technical customer issues and support Technical Support Specialists with their most challenging cases.
• Demonstrate ownership and accountability for the overall customer experience.
• Clearly explain complex solutions and document them for future reference.
• Troubleshoot and problem-solve in a repeatable manner, documenting cases to identify trends.
• Create reproducible test cases and collaborate with Product and Engineering teams to improve the platform.
• Validate and escalate bugs to Engineering and keep customers updated on progress.
• Contribute to internal and customer-facing documentation and improve processes and workflows.
• Participate actively in daily troubleshooting sessions, weekly team meetings, and other team activities.
• Serve as the trusted technical contact for assigned Premium Support customers, providing high-touch support and ensuring enhanced SLA adherence.
• Share knowledge proactively with the broader team.
• Foster a culture of collaboration, transparency, and continuous improvement.
Requirements:
• 4 or more years of technical support experience in a SaaS or technology environment.
• 2 or more years in a Tier 3 or Tier 4 (highest tier) technical support role.
• Experience supporting Premium Support customers.
• Located in the United States and available to support an 8 AM to 5 PM EST schedule with rotating on-call duties including weekends and holidays.
• Strong troubleshooting skills with cloud providers such as AWS, Azure, and GCP, including monitoring, load balancers, and tagging.
• Hands-on experience with cloud platforms (AWS, GCP, Azure), operating systems (Windows, macOS, Linux), and cloud application architecture.
• Solid understanding of APIs (REST and/or GraphQL) and networking fundamentals.
• Familiarity with relational databases (SQL) and document databases (NoSQL, MongoDB).
• Knowledge of IAM protocols (SAML, OAuth, SCIM) and identity providers (Okta, Auth0, O365).
• Experience using log management tools like Datadog or similar.
• Proficiency in troubleshooting databases and analyzing complex, multi-relational API-sourced data.
• Excellent written and verbal communication skills with ability to simplify technical concepts.
• Proven ability to write clear and concise documentation and knowledge base content.
• Comfortable presenting technical topics to diverse audiences.
• Strong empathy for customers and teammates.
Benefits & Perks:
• Industry-competitive compensation
• 100% covered medical, dental, and vision benefits including dependents coverage
• 16 weeks fully-paid parental leave for all new parents
• Health and wellness stipends and remote workplace stipends
• Family planning benefits through Carrot Fertility
• 401(k) matching
• Flexible work hours and remote work options
• Open paid time off policy
• 11 paid holidays in the US
• Offices located in San Francisco, New York City, London, Dublin, and Sydney
Compensation:
• Base pay ranges are shared transparently for all US-based roles, benchmarked against similar-stage growth companies.
• Final offers are based on factors including candidate location, skills, experience, and relevant credentials.
Note:
“RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.”