# Technical Support Engineer

**Company:** [Partner One Capital](http://jobs.workable.com/companies/kpbtU7ScBgegwj4qxTJaVa.md)
**Location:** Remote
**Workplace:** remote

[Apply for this job](http://jobs.workable.com/view/c7ac8af6-91f6-420d-a2cc-ec18f83869c0)

## Description

_We are looking for a_ _**Technical Support Engineer II (TSE 2)**_ _to join our global Customer Support team. This role is ideal for someone with a strong technical foundation who is eager to grow into a subject matter expert. You will be responsible for troubleshooting complex customer issues, collaborating with engineering and product teams, and driving customer satisfaction through timely and effective solutions._

_As a TSE 2, you are expected to go beyond basic troubleshooting by performing in-depth analysis, mentoring junior engineers, and taking ownership of technical cases to closure._

**Key Responsibilities**

-   Serve as the primary technical contact for customers, managing support cases from initial intake through resolution.
-   Troubleshoot, analyze, and resolve complex technical issues across product areas (networking, security, OS, applications, etc.).
-   Reproduce customer issues in lab environments and document clear findings for Engineering escalation when required.
-   Collaborate with Engineering, QA, and Product teams to drive bug fixes and product improvements.
-   Mentor and assist TSE 1 engineers in case handling, best practices, and technical skill development.
-   Ensure timely updates and clear communication with customers on case progress and action plans.
-   Document solutions, troubleshooting steps, and knowledge base articles to enhance team efficiency.
-   Participate in 24x7 on-call rotations, weekend shifts, or critical incident response as needed.
-   Contribute to process improvements and best practices to improve customer experience.

## Requirements

-   Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent hands-on experience).
-   3–5 years of experience in Technical Support, System Administration, or a related role.
-   Strong troubleshooting skills in at least two of the following areas:

-   **Operating Systems:** Windows, Linux/Unix
-   **Networking:** TCP/IP, DNS, VPN, Firewalls, Routing
-   **Security Technologies:** SIEM, IDS/IPS, endpoint security, SSL/TLS, PKI
-   **Databases/Applications:** SQL, log analysis, application troubleshooting

-   Familiarity with virtualization platforms (VMware, Hyper-V, or similar) and cloud technologies (AWS, Azure, GCP).
-   Excellent problem-solving, analytical, and communication skills.
-   Ability to handle high-pressure situations with professionalism and empathy.

**Preferred Qualifications**

-   Certifications such as CCNA, RHCSA, CEH, Security+, or equivalent.
-   Experience with enterprise security products, SIEM tools, or incident response.
-   Prior experience working with global customers in a 24x7 support environment.
-   Ability to script or automate tasks (Python, PowerShell, Bash, etc.) is a plus.

**What We Offer**

-   Opportunity to work with cutting-edge security technologies and enterprise customers.
-   Collaborative, diverse, and fast-paced work environment.
-   Professional growth with learning and certification opportunities.
-   Competitive compensation and benefits package.