Technical Support Engineer
RemoteOntario, California, United States
Job Summary
Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system. Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation. Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures. This role requires 3+ years of professional experience in a Technical Support role specifically within the software or technology sectors, including troubleshooting networking fundamentals, utilizing RESTful APIs, and navigating Linux Shell environments.
Required Qualifications
- 3+ years of professional experience in a Technical Support role specifically within the software or technology sectors
- Professional experience troubleshooting networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity
- Experience utilizing RESTful APIs and navigating Linux Shell environments to perform technical tasks in an enterprise setting
- Proven ability to translate complex technical concepts into written business-to-business documentation and escalation notes for senior engineering teams
Desired Qualifications
- Experience reading or writing code, with a specific proficiency in Python
- Ability to analyze application logs, build cURL commands, and utilize data sets to resolve technical issues
- Technical experience troubleshooting TLS, SSL certificates, and SAML authentication protocols
- Proficiency with database platforms and the ability to troubleshoot data retrieval issues
- Hands-on experience with MongoDB and OpenVPN
- Professional experience managing and troubleshooting applications within Docker containers
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.