Senior Tier 3 Technical Support Engineer

What You'll Do:   We are looking for a Senior Tier 3 Support Engineer with extensive experience in software technical support for a cybersecurity product, particularly in environments utilizing Zendesk automation and complex software workflows. This role involves providing expert-level technical assistance to our customers while also optimizing support processes and ensuring seamless customer interactions. You will be responsible for handling complex issues escalated from Tier 1 and Tier 2 teams, requiring a deep understanding of our software, underlying microservices, and support tools. If you are passionate about delivering exceptional customer service, solving intricate technical problems, and optimizing support automation, we want you on our team! Responsibilities and Expectations: 

• Serve as an expert resource for complex technical issues, resolving escalated support cases with precision and efficiency.
• Utilize Zendesk automation and other support tools to streamline workflows, optimize ticket management, and enhance customer satisfaction.
• Troubleshoot and resolve software issues, focusing on microservices, APIs, and system integrations.
• Collaborate with the Engineering and Product teams to identify, report, and prioritize software bugs and enhancements.
• Leverage your expertise in software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues.
• Analyze ticket trends and use data to implement proactive solutions, reducing ticket volume and improving response times.
• Create and maintain detailed documentation, knowledge base articles, and support resources.
• Mentor and train junior engineers, enhancing overall team competency and knowledge sharing.
• Drive continuous improvement initiatives to optimize the customer support journey.
• Develop, implement, and optimize automated solutions to enhance technical support operations using automation software such as Superblocks, n8n, Tines, and webhooks.
• Perform account management request analysis and automate routine and manual tasks.
• Collaborate closely with the Support team to understand operational needs and develop automation strategies that improve efficiency.
• Document automation processes and provide comprehensive training materials to enable the Support team to effectively utilize new tools and procedures.

• 5+ years of experience in Technical Support or Customer Support, with a focus on complex software environments.
• Proficiency in Zendesk, particularly in utilizing automations, triggers, and macros to optimize support workflows.
• Strong understanding of microservices architecture, including APIs, containers (Docker), and cloud services.
• Extensive experience with troubleshooting methodologies.
• Advanced knowledge of Windows, macOS, and Linux operating systems.
• Experience with RMMs, PowerShell, Sysinternals Suite, and remote support tools.
• Familiarity with scripting languages (Python, Bash, or similar).
• Strong grasp of networking concepts (IP addressing, VLANs, DNS, DHCP, firewalls, etc.).
• Experience with cloud platforms (AWS, Azure) and an understanding of DevOps practices.
• Proven ability to analyze and optimize support workflows to improve efficiency and customer satisfaction.

• Exceptional problem-solving skills with a knack for diagnosing complex issues quickly.
• Strong customer communication skills, with the ability to explain technical concepts effectively to non-technical users.
• Highly self-motivated, with the ability to work independently in a dynamic, fast-paced environment.
• Ability to multitask and manage multiple priorities with excellent time management skills.
• Passionate about continuous learning and professional development.