Technical Support Engineer - L2

We are seeking a self-driven Technical Support Engineer who’s ready to go beyond the usual break/fix routine. This isn’t just about fixing issues; it’s about breaking the mold of traditional support, anticipating problems before they arise, and driving innovation that keeps our customers raving while protecting their data.

Requirements

• Experience with SaaS Platforms
• Understanding of cloud architectures (e.g., AWS, Azure, GCP) and IAM solutions (e.g. Okta, Azure AD, or AWS IAM)
• Deep understanding of SaaS-specific security challenges, such as multi-tenancy, data segregation, and secure API management.
• Familiarity with firewalls, VPNs, IDS/IPS, and network protocols (TCP/IP, DNS, SSL/TLS).
• Experience in troubleshooting network-related issues in a SaaS environment
• Analytical Thinking
• Expertise in analyzing logs from various sources (firewalls, servers, applications) to identify complex technical issues.
• Strong initiative in identifying potential issues before they become critical, using ADX logs and Grafana dashboards.
• Ability to think critically and solve complex problems, often under pressure.
• Strong troubleshooting skills, with a focus on identifying not just the symptoms but the root cause of issues.
• Effective Communicator: Ability to document troubleshooting processes and findings clearly, ensuring that all steps are reproducible and understandable.
• Strong communication and interpersonal skills, with the ability to translate complex technical concepts into understandable terms for customers.
• Adaptability: Ability to quickly adapt to new technologies, updates, and changes in the platform. Comfort with a fast-paced, dynamic work environment.
• Growth Oriented: A strong desire to learn, adapt, and grow in a dynamic environment. Ability to think strategically and execute with excellence. You’re never satisfied with “good enough.” You’re constantly learning, growing, and pushing yourself—and your team—further.
• Resilience: Ability to handle high-pressure situations, especially during critical incidents, and remain calm and focused.
• Customer-Centric Mindset: You get that customer success is the ultimate goal. You’re committed to delivering exceptional experiences, no matter what it takes. Your customers are your passion. You don’t just solve their problems—you blow their expectations out of the water.
• Empathy & Patience: Skill in managing customer concerns, especially during security incidents, with a focus on clear, calm, and effective communication.
• Natural Leader: When you speak, people listen—and they follow. You lead through influence and inspire your peers with your expertise and drive. People look to you for guidance, and you’re always ready to mentor and inspire. You understand the impact that collaboration brings to a team.
• Time Management and Prioritization: Strong organizational skills and the ability to manage time effectively, especially when dealing with multiple high-priority issues simultaneously. Ability to prioritize tasks based on urgency, impact, and customer needs.
• Battle-Tested: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). But your experience and mindset matter more than paper credentials.