Senior Technical Support Engineer (EST)

What You'll Do

• Provide leadership and mentorship to the Technical Support team, ensuring adherence to processes and best practices.
• Review team members' tickets for quality, offering constructive feedback and corrective guidance as needed.
• Act as a trusted advisor on product functionality for customers, teammates, and third-party vendors.
• Oversee team workflows, ensuring timely prioritization and resolution of customer issues.
• Resolve complex issues by balancing customer needs, operational requirements, and root cause analysis, while assisting team members as required.
• Educate customers in ticket responses to maximize their product usage and share key insights with the broader team.
• Create, update, and share documentation to improve team knowledge and troubleshooting processes.
• Join customer calls to gather information, troubleshoot issues, and provide coaching to team members when needed.
• Collaborate with Product Management and Engineering to identify, reproduce, and resolve defects, and support the team with escalations.
• Identify and drive process improvement initiatives, advocating for adoption across teams and leadership.
• Conduct training sessions and develop learning materials to address team needs, fostering skill growth.
• Actively participate in on-call rotations, ensuring operational incidents are resolved effectively.

What You'll Bring

• 3+ years in a technical, customer-facing role, with expertise in troubleshooting and root cause analysis across various technologies.
• Proficiency in Windows, macOS, Linux environments, networking (TCP/IP, DNS, SSL), and debugging tools like Wireshark.
• Experience with third-party security agents, EDR tools, and cloud platforms such as AWS, Azure, or GCP (preferred).
• Hands-on expertise with infrastructure automation, deployment tools (e.g., SCCM, JAMF), and scripting languages like Python or Bash.
• Demonstrated experience in a team lead or mentorship role, with the ability to inspire and guide a technical team.
• Strong oversight abilities, ensuring adherence to processes, providing constructive feedback, and fostering accountability.
• A proactive approach to identifying team needs and delivering tailored training and development opportunities.
• Positive influence on team dynamics, with skills in conflict resolution and maintaining a collaborative environment.
• Exceptional written and verbal communication skills, ensuring clarity and professionalism in customer and team interactions.
• A customer-centric focus, demonstrating empathy, confidence, and the ability to navigate challenging situations.
• Sharp attention to detail, with the ability to identify and correct errors, ensuring high-quality outputs.
• Strong prioritization skills, effectively guiding team members to resolve issues efficiently and accurately.
• A resilient and proactive mindset, driving improvements and maintaining team morale under pressure.