Technical Support Engineer

Responsibilities

• Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system.
• Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation.
• Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures.

Requirements

• 3+ years of professional experience in a Technical Support role, specifically within the software or technology sectors.
• Professional experience in troubleshooting networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity.
• Experience utilizing RESTful APIs and navigating Linux Shell environments to perform technical tasks in an enterprise setting.
• Proven ability to translate complex technical concepts into written business-to-business documentation and escalation notes for senior engineering teams.
• Experience reading or writing code, with a specific proficiency in Python.
• Ability to analyze application logs, build cURL commands, and utilize data sets to resolve technical issues.
• Technical experience troubleshooting TLS, SSL certificates, and SAML authentication protocols.
• Proficiency with database platforms and the ability to troubleshoot data retrieval issues.
• Hands-on experience with MongoDB and OpenVPN.
• Professional experience managing and troubleshooting applications within Docker containers.
• #LI-REMOTE
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Benefits

Additional Information

The Technical Support Engineering team serves as the global foundation for customer success by providing expert technical assistance and driving efficient solutions to complex product challenges. As a Technical Support Engineer, you will act as a primary point of contact and escalation lead, ensuring high-quality incident resolution and continuous process improvement. The mission of this team is to deliver exceptional technical support through meticulous troubleshooting and proactive knowledge sharing.

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Company Intel

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