Technical Support Engineer

Job description

Response & Resolution (under ambiguity) Own, triage, and drive resolution of customer cases on newly launched products where established documentation, tooling, and precedent may not yet exist. Engage customers, including those who ask deep technical questions that are still being answered, with composure, honesty, and a clear action plan. Set and manage expectations explicitly when an answer is not yet known, and own the path to getting it.

Reconstruct product behavior from first principles using logs, traces, repro environments, and transferable platform knowledge when product-specific guidance is unavailable. Recognize the limits of current knowledge and escalate to the appropriate engineering team with a crisp, well-scoped problem statement rather than a raw handoff. Reproduction-Driven Investigation Default to reproducing customer-reported issues in your own environment rather than relying on description alone.

Build the repro, confirm the failure, and understand the root cause before escalating. Independently research, experiment, and self-teach to close knowledge gaps. Draw from product behavior, telemetry, and hands-on testing instead of waiting for formal documentation. Convert hard-won, real-time learning into durable readiness assets: knowledge-base, troubleshooting guides, triage playbooks, brown-bag sessions, and onboarding content for the broader support population.

Mentor and brief standard support engineers as a product matures and transitions out of “frontier” status into steady-state support. Contribute to the team's readiness strategy and to feedback loops that improve supportability of future launches. Customer & Stakeholder Management Act as advisor to customers on cases that may be technically complex or visible due to a product's newness. Keep customers continuously informed of status and next steps, especially when resolution depends on further investigation.

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience OR equivalent experience. These requirements include, but are not limited to the following specialized security screenings: Citizenship verification: This position requires verification of citizenship due to citizenship-based legal restrictions.

Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. Bachelor's Degree in Computer Science, Information Technology, or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.

Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2) Experience in customer service.