Tier 3 Support Engineer

Job Description

About the Role:

We are looking for a Senior Tier 3 Support Engineer to provide excellent customer service, lead processes and work on a mission critical product.

What you'll do:

Provide advanced technical support within the desired SLA while ensuring that customer satisfaction goals are achieved

Take ownership of customer issues and follow problems through to resolution

Manage escalations

Evaluate root cause analysis to eliminate recurring customer issues

Provide follow the sun service

Handle complex customer issues through the Support portal independently and in a professional way

Troubleshoot Transmit Security Platform issues reported by Transmit Customers, including Functionality and usability related complex issues

Interact effectively with a wide variety of customers with different requirements and backgrounds, including the Customer's development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices

Replicate customer issues in the support test environment (Lab)

Collaborating with Engineering and Product team

What you'll need:

At least 6 years of technical Support engineering experience

Experience working in mission critical environments

Experience in working with multi tier and complex applications

Experience working with ticketing systems such as Salesforce

Hands on experience in on-prem as well as SaaS customer Support

Strong analytical and troubleshooting skills

Service-oriented personality with a can-do attitude

Excellent interpersonal and communication skills both written and verbal English

BS/BA in Information Technology, Computer Science, or a related discipline; professional certification is an advantage

Experience with monitoring tools (Datadog,Prometheus and others)

Experience with Unix

Familiar with one of the programing language such as Java, Scala, Python, bash scripting

Experience with DBs

Experience supporting REST API (API Gateway)

Familiar with SaaS and Cloud environments like Salesforce, GCP (& GSuite), Azure, AWS

Familiar with web-based products - different OS browsers (Cookies, local storage, incognito)

Knowledge on authentication technologies such as FIDO-based biometrics

Knowledge on Authentication, Federation SSO protocols and specifications: OIDC (2.0), OAuth, SAML, etc.

Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS

Good knowledge on Mobile Platforms (IOS, Android)

A team player with the ability to work independently

#LI-TL1 #LI-Hybrid