[Remote] Senior Technical Support Engineer (Tier 3) - Growing Application Security Company

Note: The job is a remote job and is open to candidates in USA. ZRG Careers is a well-funded application security SaaS company with a cloud-native application security platform. They are seeking a Senior Technical Support Engineer to manage tier 3 technical support escalations, ensuring high customer satisfaction and supporting complex deployments in cloud-native environments. Responsibilities • Act as a senior escalation point for complex technical issues requiring deep investigation and close collaboration with R&D • Own support cases from initial investigation through resolution, ensuring high customer satisfaction • Support deployment, configuration, and optimization of our platform in complex, cloud-native and hybrid environments • Troubleshoot issues using logs, SQL queries, APIs, and system-level tools • Partner with Product and Engineering to identify recurring issues, serviceability gaps, and improvement opportunities • Lead or contribute to root cause analysis and proactive problem prevention • Create and maintain technical documentation, FAQs, troubleshooting guides, and internal knowledge articles • Participate in on-call rotation for after-hours, weekend, and holiday coverage as required • Help improve operational tooling, playbooks, and support workflows as the team scales Skills • 4+ years of experience in global technical support or a similar customer-facing technical role at tier 3 level • Hands-on experience using SQL to query databases and troubleshoot production issues • Strong proficiency with Linux and command-line tools • Experience supporting cloud-native applications, including Kubernetes and Helm • Familiarity with REST APIs and/or GraphQL for troubleshooting integrations and product behavior • Strong written and verbal communication skills with a customer-first mindset • Experience writing technical documentation (FAQs, troubleshooting guides, how-tos) • Ability to manage multiple issues simultaneously in a fast-paced environment • Federal experience with the ability to obtain a security clearance Company Overview • ZRG is a global talent advisory firm that is changing the way companies hire and manage talent. It was founded in 2011, and is headquartered in Bedford, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is