Providing Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers
Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes
Representing the organization as an SME/Technical Lead in internal and external correspondence
Managing partners integration and Beta Support
Participating in our on call schedule (~2 occurrences per quarter)

Requirements

8+ years in a technical support position
Bachelor's degree in Computer Science, similar degree or relevant experience
8+ years as escalation engineer within L3/L4 support groups for cloud-based solutions
Troubleshoot issues using tools such as Wireshark, browser developer tools, Fiddler, and log collectors
Understanding of HTTP/S, TLS/SSL, reverse proxy and related web technologies
Experience with DNS and authentication schemes including SAML, Kerberos, NTLM, OIDC, and OAuth2
Understanding of TCP/IP, Linux systems, Networking Products, and Microsoft Server Technologies
Comfortable working with Linux systems, shell commands, Python scripting, virtualization (VMware, AWS, Azure, Linode) and container-based deployment (Kubernetes or Docker)
Eligible to obtain a Secret Security Clearance

Benefits

Healthcare
401K savings plan
Company holidays
Vacation (in the form of PTO)
Sick time
Family friendly benefits including parental leave
Employee assistance program including a focus on mental and financial wellness

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportescalation engineercloud-based solutionstroubleshootingPython scriptingLinux systemsvirtualizationcontainer-based deploymentnetworking productsHTTP/S

Soft Skills

problem-solvingcommunicationcollaborationprioritizationleadership

Certifications

Bachelor's degree in Computer ScienceSecret Security Clearance