We are looking for a Technical Support Engineer II (TSE 2) to join our global Customer Support team. This role is ideal for someone with a strong technical foundation who is eager to grow into a subject matter expert. You will be responsible for troubleshooting complex customer issues, collaborating with engineering and product teams, and driving customer satisfaction through timely and effective solutions.
As a TSE 2, you are expected to go beyond basic troubleshooting by performing in-depth analysis, mentoring junior engineers, and taking ownership of technical cases to closure.
Key Responsibilities
- Serve as the primary technical contact for customers, managing support cases from initial intake through resolution.
- Troubleshoot, analyze, and resolve complex technical issues across product areas (networking, security, OS, applications, etc.).
- Reproduce customer issues in lab environments and document clear findings for Engineering escalation when required.
- Collaborate with Engineering, QA, and Product teams to drive bug fixes and product improvements.
- Mentor and assist TSE 1 engineers in case handling, best practices, and technical skill development.
- Ensure timely updates and clear communication with customers on case progress and action plans.
- Document solutions, troubleshooting steps, and knowledge base articles to enhance team efficiency.
- Participate in 24x7 on-call rotations, weekend shifts, or critical incident response as needed.
- Contribute to process improvements and best practices to improve customer experience.
