Technical Support Engineer

== HYBRID JOB (2 days / week at the office) ==

What you can expect:

Our client specializes in cybersecurity solutions, offering advanced technologies to protect businesses from evolving digital threats. With a team of dedicated experts, the focus lies on innovation and collaboration to ensure the resilience and security of our client's digital assets.

What you will be doing:

• Address customer technical support requests via phone, email, and tickets (Zendesk) in a timely and professional manner.
• Proactively identify and resolve complex technical issues related to software and applications.
• Break down and analyze undefined customer issues, escalating them to R&D with clear technical documentation when necessary, including matching issues to system components, collecting logs, running tests, and replicating problems.
• Document all customer interactions and solutions in a ticketing system with great clarity for tracking and follow-up, as well as create and update help documents and processes.
• Collaborate with various teams such as Product, R&D, and Operations to ensure quick and effective resolution of customer issues.
• Participate in on-call/shift rotation (currently Mon-Fri 24hrs) and provide ad-hoc after-hours support for projects as needed.

What you will bring:

• 3-4+ years of experience as a technical support engineer.
• Strong knowledge of Windows and/or Linux operating systems.
• Basic experience with cloud technologies such as Kubernetes, Elasticsearch, AWS, and MySQL (experience with other similar technologies is acceptable; mindset and adaptability are valued over specific tech stack).
• Understanding of complex systems (ETL) and data flows.
• Experience managing support tickets for complex SaaS applications.
• Excellent written and verbal communication skills in English, capable of explaining complex technical concepts both in writing and verbally.
• Ability to multitask and prioritize in a fast-paced environment.
• Ability to work independently, proactively, and as part of a team.
• Familiarity with ticketing systems (Zendesk, Jira, etc.) is a plus.