Description

Resolve complex technical customer issues through deep-dive troubleshooting and root cause analysis.

Responsibilities

• Diagnose errors through code review, debugging, and validation to identify product bugs.
• Drive technical collaboration with Product Engineering, Services, and Support teams.
• Provide technical leadership and mentoring to support engineers to improve troubleshooting skills.
• Manage local escalations and de-escalate difficult situations involving executive-level stakeholders.
• Contribute to automation, case deflection initiatives, and digital self-help assets.

Required Skills

• 3+ years of experience in Technical Support, Software Services, or system administration.
• Proficiency in writing and updating SQL queries for database troubleshooting.
• Experience with APIs and making REST calls.
• Ability to use browser developer tools, perform frontend troubleshooting, and conduct HAR file analysis.
• Experience using Splunk for searching and analyzing machine-generated data.
• Knowledge of network protocols and technologies including DNS, DHCP, SSL, Proxy, and Firewalls.
• Ability to analyze and troubleshoot Java-based application exceptions.
• Understanding of OAuth, SSO, and SAML authentication mechanisms.
• Familiarity with cloud technologies.

Preferred Skills

• Experience conducting training for new hires based on skill gap analysis.

Key Skills

Education

Bachelor's degree