Support Engineer 3

Troubleshooting and Ticket Work

• Regularly troubleshoot tickets of varying complexity with minimal or no assistance. Progresses assigned open tickets and assigned new tickets with timely, high-quality replies within the assigned squad. Follows up on open bugs and issues filed with Engineering.

• Provide real-time customer support via phone and chat, leveraging screen sharing and other remote troubleshooting tools to diagnose and resolve technical issues efficiently.

• Effectively communicate technical information to customers and internal stakeholders and Follows follow up on open bugs and issues filed with Engineering. 

• Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly.

• Manage urgent customer outages during business hours.

Training

• May provide training and guidance on an area of expertise within a squad. Works on developing their own training/teaching skills.

Customer advocacy

• Advocates for the customer and the team as a priority. May act as a liaison between customer and Engineering.

 
Product Feedback 

• Identifies and reports bugs and feature requests based on customer feedback. 
  

Process Improvement

• Updates various repos (e.g., team documentation, public documentation, support discussions). Actively contributes to cross-organization and team strategy discussions.

Knowledge Attainment & Sharing 

• Takes deliberate steps toward becoming a subject matter expert in one or more areas. Actively seeks assistance in specialty areas. Acts as a SME of one or more categories within a squad. 

Required Qualifications: 

• 5+ years' experience in technical customer support, technical writing, system administration, or related roles,  

• • OR bachelor's degree in computer science or related field AND 3+ years' experience in  technical customer support, technical writing, system administration, or related roles,  

• • OR equivalent experience.

• Ability to be On-Duty weekends and holidays on a rotation basis (8 hour shifts, during normal work hours).

Preferred Qualifications: 

• Proficiency in using and troubleshooting Git, GitHub or similar version control systems, with a strong understanding of software development workflows and tools, such as CI/CD pipelines,code security, issue tracking systems, code editors/IDEs(e.g., VS Code, IntelliJ IDEA) 

• Experience performing Linux system administration and working experience with common tools like Docker, systemd, openssl, etc 

• Familiarity with production-level virtualization platforms and/or cloud providers (e.g., VMware ESX, KVM, AWS, Azure) 

• Experience in customer-service oriented environment, with strong teamwork, collaboration, adaptability, and initiative. Experience providing technical support to enterprise customers is required, along with exceptional verbal, written, organizational, presentation, and communication skills.