Tier 3 Support Engineer-5486

Tier 3 Support Engineer

We are looking for an experienced Tier 3 Support Engineer to join a global technical support team.

This role involves full ownership of complex technical issues, close collaboration with cross-functional teams, and delivering high-quality, customer-focused technical support for enterprise environments.

Responsibilities

• Own and resolve advanced technical issues, including troubleshooting, root cause analysis, and customer communication
• Lead internal escalations and work closely with Customer Success, Sales, and R&D teams
• Debug software issues through log analysis, deployment investigation, and collaboration with engineering teams
• Use Python/Bash scripting to automate troubleshooting and improve operational efficiency
• Work with Linux, networking, VPN technologies, and cloud environments
• Create internal knowledge base articles to support team learning and efficiency
• Provide technical insights and product feedback to internal teams
• Mentor junior engineers and support team-wide knowledge growth
• Drive support-related initiatives, including training and release-readiness projects

Requirements

• 5+ years of B2B SaaS Technical Support experience at Tier 3 level – must
• Strong expertise in network protocols, VPNs, and advanced troubleshooting – must
• Hands-on scripting experience in Python or Bash – must
• Excellent communication skills and ability to work in a fast-paced, team-driven environment – must
• Experience with Linux, SaaS systems, and cloud technologies – advantage
• Familiarity with IPsec, VPN tunnels, Wireshark, BGP – advantage
• Strong customer orientation and ownership mindset
• Ability to learn new technologies quickly and work independently under pressure