About the Role
This position involves diagnosing and solving advanced technical problems related to software platforms, supporting internal and external stakeholders, and contributing to the improvement of support tools and documentation using scripting and API integrations.
Responsibilities
- Diagnose and resolve complex technical issues reported by enterprise customers
- Collaborate with engineering teams to escalate and troubleshoot software defects
- Use Python scripts to automate diagnostic and support processes
- Interact with RESTful APIs to validate and test system integrations
- Analyze JSON payloads for correctness and compliance with expected schemas
- Provide detailed technical documentation for recurring issues and solutions
- Support deployment and configuration in Linux-based environments
- Monitor system health and assist in post-incident reviews
- Respond to high-priority support tickets within defined SLAs
- Work closely with product teams to communicate customer feedback
- Validate bug fixes and patches in test environments
- Assist in onboarding new customers to the platform
- Troubleshoot authentication and authorization issues in distributed systems
- Interpret system logs and trace data to identify root causes
- Optimize support workflows using technical insights
- Participate in on-call rotations for critical issue response
- Ensure data security and integrity during support operations
- Maintain up-to-date knowledge of platform changes and updates
- Conduct technical training sessions for support team members
- Evaluate customer configurations for best practices and compliance
Nice to Have
- Experience supporting malware analysis or threat intelligence platforms
- Knowledge of binary file formats and static analysis tools
- Familiarity with SIEM or SOAR platforms
- Certifications in Linux administration or cloud platforms
- Background in incident response or security operations
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid or remote with team coordination across time zones
Team
Collaborative engineering and customer support environment
Security Clearance Requirement
Must be eligible to obtain and maintain a security clearance due to the nature of the systems supported.
On-Call Expectations
This role includes participation in a rotating on-call schedule to support critical customer incidents outside standard business hours.
Available for qualified candidates
