Technical Support Engineer - Federal

Responsibilities:

• Work as the primary point of contact for all tickets in your name.
• Act as an escalation point for the Technical Support Analysts and Technical Account Management team.
• Analyze and troubleshoot incidents with a one-touch resolution mindset.
• Interpret customer questions on product usage and provide detailed and timely answers.
• Write detailed and thorough escalation notes for sending tickets to senior engineering teams.
• Perform routine follow-ups and ticket management via email, chat, etc.
• No, we don't have a number for customers to call.
• Provide support to customers via Zoom or other meeting platforms.
• Write and maintain the internal and external knowledge bases.
• Communicate with customers and internal parties about existing tickets and identify common patterns.
• Provide feedback to management about improvements to processes and procedures.

Must have all of these:

• Must have experience talking to customers in a business-to-business role.
• Confident in the ability to discuss and troubleshoot issues via email and on Zoom calls.
• Ability to communicate complex technical subjects to external and internal parties.
• At least 2 years in a role with heavy software troubleshooting.
• Provide a troubleshooting mindset, a customer-focused approach, and a strong sense of ownership over results.
• Must be able to have fun in tough situations while working closely with an international Technical Support organization.
• Must be willing to follow Wil Wheaton's famous quote

Must have half of these:

• At least 4 years of industry experience in a Technical Support role within software and/or technology.
• Experience with and knowledge of networking topologies, routing between subnets TCP/IP protocols, validating firewall rules, and investigating proxy connectivity.
• Must be able to use system-level tools to check network connectivity and troubleshoot network-level issues (such as validating open ports)
• Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments
• Strong written communication skills.
• Experience and ability to write internal and external knowledgebase articles.
• Comfortable with writing how-to's, troubleshooting guides, and other documents.
• AT least 1 year of professional enterprise experience with Linux.
• Must be able to proficiently navigate and perform basic tasks within a Linux Shell.
• Ability to read and interpret application logs and apply the interpretation to tickets.
• Understanding how to extract useful information from various data sets and error logs.
• Capable of coordinating multiple tickets and prioritizing those tickets based on business requirements.

Advantages:

• Culture is important to us; we are seeking a diligent candidate who also enjoys teamwork and camaraderie.
• Think Revenge of the Nerds, but filmed in 2021 instead of 1984.
• Of course more modern computers too...
• Remember when 1 MB was a lot of storage?
• Experience reading or writing code.
• Strong preference for Python.
• Ability to build cURL commands and use them as a troubleshooting tool.
• Experience with TLS and Certificate troubleshooting.
• Basic understanding of and experience with SAML.
• Experience with database platforms and ability to troubleshoot reading from databases.
• Experience handling technical escalations within your team and to external teams.
• Experience with the following platforms:
• MongoDB
• Docker
• OpenVPN

Compensation will be based on individual education, qualifications, and experience. The salary range is from $105,000 to $115,000 annually plus an annual bonus, equity, and attractive benefits.