About The Role

Join our Technical Support Engineering team, where you will be the primary point of contact for customer technical issues. You will manage the full lifecycle of technical support tickets, author and maintain knowledge-base articles, and analyze ticket patterns for process improvement. Enjoy competitive compensation, 100% healthcare coverage, a flexible work environment, paid parental leave, and annual company retreats.

Act as a primary point of contact and escalation lead for technical support tickets, ensuring high-quality incident resolution.
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.
Experience reading or writing code, with a specific proficiency in Python
Experience utilizing RESTful APIs and navigating Linux Shell environments to perform technical tasks in an enterprise setting
Ability to analyze application logs, build cURL commands, and utilize data sets to resolve technical issues
Proven ability to translate complex technical concepts into written business-to-business documentation and escalation notes for senior engineering teams
Proficiency with database platforms and the ability to troubleshoot data retrieval issues
Professional experience in troubleshooting networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity
3+ years of professional experience in a Technical Support role, specifically within the software or technology sectors
Hands-on experience with MongoDB and OpenVPN
Professional experience managing and troubleshooting applications within Docker containers
Technical experience troubleshooting TLS, SSL certificates, and SAML authentication protocols

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