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
Requirements
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent hands-on experience)
3-5 years of experience in Technical Support, System Administration, or a related role
Strong troubleshooting skills in at least two of the following areas:
