The Technical Support Engineer assists Enterprise customers by diagnosing issues, mentoring support engineers, managing communications, and contributing to the knowledge base.
The Technical Support Engineer provides consistent, world-class security, network, and product support for Linx Security products.
Key Responsibilities:
- Provide assistance and support to Enterprise customers with the Support Service Offering by diagnosing issues, identifying root causes, and delivering effective solutions based on issue priority
- Mentor and advise support engineers in diagnosing complex customer issues, improving troubleshooting efficiency and workflow
- Coordinate and manage communications during internal incidents and service degradation events, ensuring internal and external stakeholders receive consistent updates
- Drive critical customer support escalations for complex technical product issues in collaboration with case owners
- Interface with customers via telephone and/or electronic communications regarding system configurations, 3rd-party integrations, product functionality, software defects, and enhancements
- Contribute to the Linx Security knowledge base by creating, reviewing, editing, and publishing articles and internal/external training materials
- Facilitate new product introductions by collaborating with CSEs, R&D, and Product Management to ensure design functionality is documented and support teams are trained
Respond to assistance requests from support engineers, sales engineers, customer success managers, and other internal partners via email, Slack, Jira, Zoom, and other communication channels
Qualifications
A successful TSE at Linx must have an understanding of:
- Basic operations in Windows, Linux, and Mac operating systems
- Core concepts of IAM
- Networking (TCP/IP)
- Precepts of software support
You should be a passionate problem solver with strong communication skills and the technical confidence to collaborate effectively with R&D and Product Management teams to resolve complex product issues.
Experience:
- 3-4+ years at a Tier-1 or Tier-2 technical support level supporting cybersecurity solutions
- 2+ years of Linux/Windows server administration and troubleshooting experience
- 2+ years of log file, debug report, and diagnostic file analysis experience
Top Skills
Bash
Linux
macOS
Powershell
SIEM
SQL
Tcp/Ip
Windows
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