[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
ā¢ Act as a senior escalation point for complex technical issues requiring deep investigation and close collaboration with R&D
ā¢ Own support cases from initial investigation through resolution, ensuring high customer satisfaction
ā¢ Support deployment, configuration, and optimization of our platform in complex, cloud-native and hybrid environments
ā¢ Troubleshoot issues using logs, SQL queries, APIs, and system-level tools
ā¢ Partner with Product and Engineering to identify recurring issues, serviceability gaps, and improvement opportunities
ā¢ Lead or contribute to root cause analysis and proactive problem prevention
ā¢ Create and maintain technical documentation, FAQs, troubleshooting guides, and internal knowledge articles
ā¢ Participate in on-call rotation for after-hours, weekend, and holiday coverage as required
ā¢ Help improve operational tooling, playbooks, and support workflows as the team scales
Skills
ā¢ 4+ years of experience in global technical support or a similar customer-facing technical role at tier 3 level
ā¢ Hands-on experience using SQL to query databases and troubleshoot production issues
ā¢ Strong proficiency with Linux and command-line tools
ā¢ Experience supporting cloud-native applications, including Kubernetes and Helm
ā¢ Familiarity with REST APIs and/or GraphQL for troubleshooting integrations and product behavior
ā¢ Strong written and verbal communication skills with a customer-first mindset
ā¢ Experience writing technical documentation (FAQs, troubleshooting guides, how-tos)
ā¢ Ability to manage multiple issues simultaneously in a fast-paced environment
ā¢ Federal experience with the ability to obtain a security clearance
Company Overview
ā¢ 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 https://www.hubrecruiting.com.
Apply Now
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Responsibilities
ā¢ Act as a senior escalation point for complex technical issues requiring deep investigation and close collaboration with R&D
ā¢ Own support cases from initial investigation through resolution, ensuring high customer satisfaction
ā¢ Support deployment, configuration, and optimization of our platform in complex, cloud-native and hybrid environments
ā¢ Troubleshoot issues using logs, SQL queries, APIs, and system-level tools
ā¢ Partner with Product and Engineering to identify recurring issues, serviceability gaps, and improvement opportunities
ā¢ Lead or contribute to root cause analysis and proactive problem prevention
ā¢ Create and maintain technical documentation, FAQs, troubleshooting guides, and internal knowledge articles
ā¢ Participate in on-call rotation for after-hours, weekend, and holiday coverage as required
ā¢ Help improve operational tooling, playbooks, and support workflows as the team scales
Skills
ā¢ 4+ years of experience in global technical support or a similar customer-facing technical role at tier 3 level
ā¢ Hands-on experience using SQL to query databases and troubleshoot production issues
ā¢ Strong proficiency with Linux and command-line tools
ā¢ Experience supporting cloud-native applications, including Kubernetes and Helm
ā¢ Familiarity with REST APIs and/or GraphQL for troubleshooting integrations and product behavior
ā¢ Strong written and verbal communication skills with a customer-first mindset
ā¢ Experience writing technical documentation (FAQs, troubleshooting guides, how-tos)
ā¢ Ability to manage multiple issues simultaneously in a fast-paced environment
ā¢ Federal experience with the ability to obtain a security clearance
Company Overview
ā¢ 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 https://www.hubrecruiting.com.
Apply Now
Apply Now