Tier 3 Support Engineer

We are looking for an experienced and customer-focused Tier 3 Support Engineer with Professional Services expertise to serve as a key technical resource. This role focuses on troubleshooting, resolving application issues, and providing expert support to ensure customer success. The ideal candidate has a strong background in cybersecurity, cloud technologies, and customer-facing roles, with a dedication to delivering exceptional solutions.

Major Responsibilities:

Technical Troubleshooting and Support:

• Provide expert-level troubleshooting for application issues, configurations, security vulnerabilities, and general functionality.
• Work closely with customers and internal teams to diagnose and resolve complex technical challenges.
• Investigate application behaviors and anomalies, identifying root causes and recommending appropriate solutions.

Escalation Management:

• Take ownership of escalated support cases, ensuring timely and thorough resolution.
• Identify patterns in recurring issues and contribute to permanent fixes or workarounds.
• Collaborate with development and product teams to address root causes and improve application reliability.

Customer Communication:

• Maintain clear, professional, and proactive communication with customers throughout the support lifecycle.
• Ensure solutions are tailored to meet customer needs while setting accurate expectations.
• Professional Services Collaboration:
• Partner with sales and other internal teams to deliver professional services, enhancing customer adoption and satisfaction.
• Assist with onboarding, integrations, and custom configurations as needed.

Desired Technical Expertise:

Technical Expertise:

• 5+ years of experience in Technical Support (Tier 3), professional services, or a customer-facing role within the cybersecurity or cloud computing fields.
• Strong familiarity with cloud and SaaS environments (AWS, Azure, GCP)
• Experience troubleshooting and debugging application-related issues in distributed cloud-based systems.
• Experience with Kibana, Elasticsearch or similar

Automation and Scripting:

• Proficiency in scripting or automation tools and languages such as Python, Bash, or similar.

Communication and Problem-Solving:

• Exceptional analytical and troubleshooting skills, particularly with application-level issues.
• Strong verbal and written communication skills to bridge technical concepts for diverse audiences.

Advantages:

• Familiarity with containerization technologies (e.g., Docker, Kubernetes).
• Hands-on experience with cybersecurity technologies and tools such as SIEMs, NIST frameworks, Nuclei, Shodan, etc.
• Knowledge of application security practices and protocols.
• Prior Experience in Intelligence
• Experience with Data Pipelines
• Experience working with Salesforce as a ticketing system
• Familiarity with Jira
• Experience with monitoring and visualization tools (Grafana, Prometheus, etc.)
• Working knowledge in Linux environment

Key Attributes:

• Keen attention to detail with a proactive mindset.
• Ability to independently manage multiple high-priority issues simultaneously.
• Collaborative team player with the ability to work effectively across departments.
• Customer-centric approach with a strong passion for resolving technical challenges.