Technical Support Engineer

Responsibilities

• Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system.
• Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation.
• Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures.

Minimum Qualifications

• 3+ years of professional experience in a Technical Support role, specifically within the software or technology sectors.
• Professional experience in troubleshooting networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity.
• Experience utilizing RESTful APIs and navigating Linux Shell environments to perform technical tasks in an enterprise setting.
• Proven ability to translate complex technical concepts into written business-to-business documentation and escalation notes for senior engineering teams.

Preferred Qualifications

• Experience reading or writing code, with a specific proficiency in Python.
• Ability to analyze application logs, build cURL commands, and utilize data sets to resolve technical issues.
• Technical experience troubleshooting TLS, SSL certificates, and SAML authentication protocols.
• Proficiency with database platforms and the ability to troubleshoot data retrieval issues.
• Hands-on experience with MongoDB and OpenVPN.
• Professional experience managing and troubleshooting applications within Docker containers.