Support Engineer

Location: Remote (USA)

Experience Level:   Junior to Mid-level

Job Description

To support our growing software product line, the company is looking for a Support Engineer to help deliver exceptional technical support. Our platform operates across Windows, Linux, and macOS environments, both on-premises and in cloud infrastructures.

This role is ideal for someone who thrives in complex technical environments, enjoys troubleshooting across the full stack, and clearly communicates solutions to technical and non-technical stakeholders.

Candidates are expected to have a 3-7+ years of experience in technical support, systems engineering, or similar roles.

Responsibilities

Responsibilities of a Support Engineer will include but not be limited to:

• Provide Tier 2/3 technical support for customers and internal teams

• Troubleshoot issues across:

• Operating systems. including Windows, Linux, macOS

• Cloud platforms, including AWS, Azure, GCP

• Application stack, including Python, PostgreSQL, Nginx, Node/npm ecosystems

• Reproduce customer issues in test environments and identify root causes

• Develop and document clear remediation steps, runbooks, and knowledge base articles

• Collaborate with Engineering, DevOps, and Product teams to escalate and resolve bugs

• Support deployments, upgrades, and migrations

• Contribute to improving support processes, tooling, and automation

Required Skills

As a Support Engineer, the expected skillset should include

• Strong troubleshooting skills across multi-platform and cloud environments

• Solid understanding of:

• Networking fundamentals (DNS, HTTP/S, ports, firewalls, proxies, load balancers, SSL/PKI, REST APIs, JSON)

• System logs and monitoring tools

• Cloud logging infrastructure

• Experience writing:

• Technical documentation

• Troubleshooting guides

• Customer-facing remediation steps

• Strong communication skills (written and verbal)

Preferred Experience

Successful candidates for this role may also demonstrate the following experience or skills:

• Working knowledge of Terraform (or similar Infrastructure-as-Code tools)

• Scripting skills (Python, Ruby, PowerShell, or similar)

• Experience in the digital forensics and incident response industries

• Experience using EDRs, SOARs, and MDMs

• Ability to reproduce problems on virtualization platforms

• Understanding of enterprise authentication, such as LDAP, SAML, and IPA

• Ability to troubleshoot issues with network file shares, cloud storage, and auto-scaling groups

• Proficiency using web developer tools and proxies such as Burp Suite and/or Postman

Compensation

Compensation may vary based on location, experience, and skills. We are open to discussing total compensation including benefits, equity, and professional development budget.

The company values diversity and is an equal opportunity employer. All employment is decided on the basis of qualifications, merit, and business need.