Lead L3 technical support for enterprise customers: manage complex incidents, perform root cause analysis, troubleshoot OS/network/cloud environments, author support documentation, collaborate with Engineering/Product/Customer Success, and ensure high customer satisfaction and operational excellence.
Description
Join our amazing team as our Senior Technical Support Engineer!
We are looking for a highly experienced and driven Technical Support Engineer to lead complex incident management and serve as a key escalation point (L3) for our customers. In this role, you will play a critical part in ensuring operational excellence, driving fast and effective resolutions, and maintaining the highest level of customer satisfaction.
As our Technical Support Engineer, you will work directly with customers to troubleshoot and resolve advanced technical issues across diverse environments. You will act as a trusted technical expert, partnering closely with Engineering, Product, and Customer Success teams to address challenges, improve product operability, and influence future development.
This role works closely with cross-functional teams, including R&D, Product, and Customer Success, to ensure seamless support delivery, continuous improvement, and a best-in-class customer experience.
Responsibilities:
- Offer technical support to customers and partners.
- Effectively manage support cases from recording to resolution, including timely follow-ups
- Conduct fault isolation and root cause analysis for technical issues
- Author Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review technical content for training, marketing, manuals, and troubleshooting guides.
- Provide configurations, troubleshooting, and best practices to customers.
- Collaborate with the Engineering team to influence product operability.
- Communicate complex technical issues effectively to internal and external stakeholders.
- Ensure customer feedback is properly channeled into Product Management and R&D
- Create and publish solution knowledge for re-use by customers and Cyolo employees.
As our Technical Support Engineer, you must have:
- 5+ years of experience in a customer-facing technical support role (preferably L3 or senior level).
- Proficiency with Windows OS, Linux OS, iOS, Android OS, and macOS applications (Installation, troubleshooting, debugging)
- Analytical troubleshooting skills in Linux, displaying problem-solving abilities.
- Industry knowledge of security product market trends and directional awareness of our roadmap and technology development efforts,
- knowledge of competitor offerings and products
- Strong proficiency in software and infrastructure troubleshooting, testing, and debugging.
- Independent troubleshooting ability in diverse, complex environments with mixed applications and protocols
- Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
- Knowledge of IP network technologies and performance monitoring/troubleshooting software tools (Datadog, Cloud Watch advantageous)
- Intermediate knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards
- Exposure to SIEM, vulnerability management tools, and firewalls (additional point needed)
- Experience working in a collaborative, 24x7 uptime environment with on-call responsibilities.
- Comfortable collaborating across diverse cross-functional teams with open communication
- Previous experience in a customer-facing technical support role (Support Engineer) advantageous
- Fundamental understanding of Kubernetes, GCP, and AWS for troubleshooting cloud agent deployment and data extraction (advantageous)
- Basic scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks and extract data from various datasets (advantageous)
- A Bachelor's degree in computer science or related discipline or equivalent military experience (advantageous)
- Strong communication (written and verbal) and presentation skills.
- Spanish speaker (advantageous)
Requirements:
- 5+ years of experience in a customer-facing Technical Support / Support Engineer / Escalation Engineer role
- Experience as L3 / Senior Technical Support Engineer handling complex incidents and escalations
- Strong hands-on Linux troubleshooting and debugging experience
- Strong understanding of networking fundamentals: DNS, TCP/IP, Routing, HTTP/HTTPS, VPN, SSH
- Experience troubleshooting production/customer environments
- Experience working directly with enterprise customers
- Strong troubleshooting and root cause analysis skills
- Experience in cybersecurity / SaaS / infrastructure / networking companies
Similar Jobs
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Provide day-to-day technical support for an AI Assistant platform built on ServiceNow: troubleshoot AI responses, agentic workflows, and API integrations; analyze logs/telemetry (Kibana, Grafana); reproduce and document bugs; perform configuration changes; triage and escalate issues; maintain SLAs and contribute to knowledge bases.
Top Skills:
GitGoogle WorkspaceGrafanaJSONKibanaMicrosoft Active DirectoryOktaPythonRest ApisServicenowWorkdayXMLYaml
HR Tech • Information Technology • Professional Services • Sales • Software
Provide technical support and escalations for payroll customers: troubleshoot payroll runs, taxes, benefits, integrations, and data flows; advise on payroll configurations and compliance; partner with Product and Engineering to drive improvements and prevent payroll risks.
Top Skills:
APIsBenefits Administration ProductsCSSHr SaasHrisHTMLPayroll PlatformsSQLWebhooks
HR Tech • Information Technology • Professional Services • Sales • Software
The role involves supporting customers with benefits administration issues, troubleshooting complex problems, and collaborating with multiple teams to improve product functionality and customer experience. Candidates should have a strong background in US benefits administration and exceptional problem-solving skills.
Top Skills:
APIsAsanaJIRASaaSSalesforceZendesk
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
