Tier 3 Support Engineer-5486
6 days ago
Tier 3 Support Engineer
We are looking for an experienced
Tier 3 Support Engineer
to join a global technical support team.
This role involves full ownership of complex technical issues, close collaboration with cross-functional teams, and delivering high-quality, customer-focused technical support for enterprise environments.
Responsibilities
- Own and resolve advanced technical issues, including troubleshooting, root cause analysis, and customer communication
- Lead internal escalations and work closely with Customer Success, Sales, and R&D teams
- Debug software issues through log analysis, deployment investigation, and collaboration with engineering teams
- Use Python/Bash scripting to automate troubleshooting and improve operational efficiency
- Work with Linux, networking, VPN technologies, and cloud environments
- Create internal knowledge base articles to support team learning and efficiency
- Provide technical insights and product feedback to internal teams
- Mentor junior engineers and support team-wide knowledge growth
- Drive support-related initiatives, including training and release-readiness projects
Requirements
- 5+ years of B2B SaaS Technical Support experience at Tier 3 level –
must - Strong expertise in network protocols, VPNs, and advanced troubleshooting –
must - Hands-on scripting experience in Python or Bash –
must - Excellent communication skills and ability to work in a fast-paced, team-driven environment –
must - Experience with Linux, SaaS systems, and cloud technologies – advantage
- Familiarity with IPsec, VPN tunnels, Wireshark, BGP – advantage
- Strong customer orientation and ownership mindset
- Ability to learn new technologies quickly and work independently under pressure
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