Senior Technical Support Engineer

📋 Description

• Handle complex technical issues escalated from L1 and L2 support teams for federal customers
• Troubleshoot and resolve product, network, deployment, and configuration-related issues
• Work directly with customers through case handling, troubleshooting calls, and remote sessions
• Perform detailed log analysis, traffic analysis, and root cause investigation
• Collaborate with Engineering and Product teams on defects, feature gaps, and product improvements

🎯 Requirements

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or
• Australian citizenship and eligibility to undergo an NV2 security clearance
• Strong understanding of networking fundamentals, including TCP/IP, DNS, HTTP/HTTPS, SSL/TLS
• Strong troubleshooting skills in enterprise network and security environments
• Experience in technical support, product support, or escalation support roles with ability to

🎁 Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!