Technical Support Engineer - Tier 2

We are seeking an experienced Tier 2 Technical Support Engineer to resolve complex customer issues escalated from Tier 1 support. This role serves as the bridge between frontline support and engineering, requiring strong technical troubleshooting skills, networking expertise, and excellent customer communication.
 

Key Responsibilities

• Investigate and resolve advanced technical support cases.
• Troubleshoot networking issues involving routing, NAT, firewalls, DNS, TCP/UDP, and VPN technologies.
• Analyze logs, packet captures, configurations, and system diagnostics to identify root causes.
• Utilize Python scripts, REST APIs, and internal tools to reproduce and resolve issues.
• Document solutions and contribute to support knowledge bases and runbooks.
• Escalate product-level issues to engineering with complete diagnostic documentation.
• Support customers across Windows, macOS, Linux, mobile platforms, Docker, and Kubernetes environments.
   

Required Qualifications

• 5+ years of experience in technical support, network engineering, or a related customer-facing technical role.
• Strong knowledge of TCP/IP networking, routing, NAT, firewalls, DNS, and VPN technologies.
• Advanced English
• Experience with packet analysis tools such as Wireshark and tcpdump.
• Linux administration and command-line troubleshooting skills.
• Experience working with REST APIs, JSON, and Python scripting.
• Ability to diagnose issues across Windows, macOS, and Linux environments.
• Excellent analytical, troubleshooting, and customer communication skills.
   

Preferred Qualifications

• CCNP certification or equivalent networking expertise.
• Experience with SD-WAN, enterprise firewalls, OIDC/SAML SSO, SIEM platforms, or CI/CD environments
   

Additional Information

• Participation in a 24/7 follow-the-sun support rotation is required.
• This role focuses on technical support and troubleshooting and does not include sales, account management, or software development responsibilities.