Senior Technical Support Engineer

Join our team as a Senior Technical Support Engineer, where you will provide product-focused technical resolution for complex issues. You will own escalated technical cases, diagnose and troubleshoot product behavior, develop workarounds, and collaborate with various teams to resolve product-impacting issues. You will also mentor Tier 1 engineers and contribute to case reviews and support readiness activities.

• Assurer la résolution technique des problèmes complexes liés aux produits, en effectuant des investigations approfondies et en reproduisant les problèmes.
• Gérer les cas techniques escaladés, en conduisant les investigations, en trouvant des solutions ou en escaladant proprement vers les niveaux supérieurs.
• Collaborer avec les équipes de produit, d'ingénierie et d'exploitation pour résoudre les problèmes impactant le produit, tout en maintenant une communication claire avec les clients.
• Associate degree or equivalent practical experience required; bachelor degree in Computer Science, Information Systems, Engineering, Cybersecurity, or a related technical field preferred
• Strong written and verbal communication skills, including the ability to explain technical findings clearly to customers and internal stakeholders
• 3+ years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or another technical customer-facing role
• Ability to prioritize work based on severity, customer impact, technical complexity, SLA risk, and business urgency
• Ability to work autonomously in ambiguous situations, including issues with incomplete documentation or unclear ownership
• Willingness to participate in evening, weekend, holiday, or on-call coverage as business needs require
• Hands-on experience with ticketing and escalation workflows using tools such as Zendesk, Jira, Salesforce, Confluence, Slack, Teams, or similar systems
• Experience supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or infrastructure platforms
• Working knowledge of SQL, APIs, logs, scripting concepts, web services, authentication, permissions, and cloud-based troubleshooting
• Strong troubleshooting skills with demonstrated ability to investigate complex issues from intake through resolution, reproduce problems, isolate root cause, document findings, and drive timely outcomes across internal teams
• Familiarity with data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, and remediation workflows
• Experience in cybersecurity, DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, vulnerability management, data privacy, or data protection domains
• Hands-on experience with AWS, Azure, GCP, cloud networking, IAM, databases, storage systems, SaaS integrations, or enterprise identity providers
• Experience writing RCA summaries, defect reports, knowledge articles, troubleshooting runbooks, or escalation templates
• Experience with SSO, SAML, OAuth, SCIM, RBAC, service accounts, and permissions troubleshooting
• Experience mentoring junior support engineers or improving technical support workflows