Tier 3 Support Engineer

• 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.
• Experience:
• Technical Expertise:
• 3+ 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
• Strong knowledge of networking concepts and protocols, including TCP/IP, DNS, HTTP/S, VPNs, routing, and traffic analysis.
• Hands-on experience with firewalls, network security platforms (from vendors such as Check Point, Palo Alto Networks, Fortinet, Cisco, or similar.), firewall policies, access control, and enterprise security architectures.
• 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.

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.

Advantages

• Familiarity with containerization technologies (e.g., Docker, Kubernetes).
• Experience analyzing network traffic using tools such as Wireshark, tcpdump, or similar.
• 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