Halcyon is seeking a Senior Technical Support Engineer to serve as the highest level of technical escalation for critical customer issues. You will troubleshoot Halcyon Agents across Windows, Linux, and Mac environments, collaborate with internal teams, and deliver top-notch support to clients. This role requires a Sunday through Thursday shift.

What You'll Do

Serve as the highest level of technical escalation for critical customer issues.
Perform advanced troubleshooting and in-depth analysis of Halcyon Agents across Windows, and Linux environments.
Partner with Engineering teams to diagnose, reproduce, and resolve complex technical challenges.
Conduct root cause analysis and provide actionable insights to improve product stability and performance.
Develop and refine technical documentation and knowledge base articles to enhance internal and customer-facing support resources.
Lead customer interactions with professionalism, ensuring timely and effective resolution of technical issues via phone, email, and remote sessions.
Assist in refining support processes, mentoring junior engineers, and identifying areas for automation and efficiency improvements.
Stay ahead of emerging threats and security trends to proactively assist customers in mitigating risks.
Learn and develop new skills quickly as required.

What We're Looking For

7+ years of experience or combination of education and experience in technical customer support, systems engineering, or a similar role, preferably in cybersecurity, SaaS, or enterprise software.
Proven ability to configure Windows operating systems to capture crash dumps and perform preliminary dump-file analysis.
Deep technical expertise in troubleshooting complex issues across Windows, macOS, and Linux environments.
Expertise in some of the following areas: ransomware lifecycle, endpoint defense, threat intelligence, incident response, and data exfiltration prevention.
Strong experience with API integration, scripting (Python, PowerShell, or Bash), and data analysis.
Strong understanding of networking concepts, including firewalls, proxies, VPNs, and TCP/IP troubleshooting.
Ability to communicate effectively with both technical and non-technical stakeholders.
Ability to provide customer support and utilize customer support tools effectively.
Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge.