Job Summary
The Technical Support Engineer (TSE) is a technical, escalation‑focused role responsible for advanced troubleshooting, environment validation, and root cause analysis across application, endpoint, and network layers. This role supports complex customer issues that require deeper technical investigation beyond standard product workflows.
The TSE role requires strong foundational endpoint and operating system troubleshooting skills aligned to CompTIA A+ level knowledge (or equivalent), along with networking fundamentals aligned to CompTIA Network+ level knowledge (or equivalent). The Support Engineer differentiates product defects from environmental, endpoint, and network‑related causes and provides complete diagnostic evidence prior to escalation to Engineering or Product teams.
Essential Duties & Responsibilities
- Act as an escalation point (L2/L3) for complex technical issues raised by Product Support Representatives (PSRs).
- Conduct detailed endpoint diagnostics, including OS configuration, workstation requirements, drivers, resource utilization, and client-side dependencies.
- Troubleshoot network and connectivity issues affecting application performance, including DNS, ports, firewall rules, latency, and packet loss.
- Analyze logs, system outputs, and telemetry to identify root causes across applications, environment, and infrastructure layers.
- Validate customer environments prior to escalation, ensuring complete reproduction steps, logs, and diagnostic details are documented.
- Participate in Sev1 and Sev2 incident response efforts, including incident bridge calls, as required.
- Maintain end-to-end ownership of escalated cases through resolution, providing timely and accurate updates to stakeholders and customers.
- Identify recurring issues and contribute to long-term resolution through documentation, knowledge sharing, and collaboration with Product and Engineering teams.
Knowledge & Technical Requirements
- Demonstrated troubleshooting competency aligned to CompTIA A+ (or equivalent), including:
- Endpoint hardware and software troubleshooting
- Windows operating system fundamentals
- Basic security and operational procedures
- Structured problem isolation and diagnostic methodology
- Demonstrated networking competency aligned to CompTIA Network+ (or equivalent), including:
- TCP/IP fundamentals
- DNS concepts and resolution issues
- Basic routing and switching concepts
- Firewall, port, and connectivity diagnostics
- Experience supporting Windows and Linux server environments.
- Working knowledge of LAN/WAN technologies and firewall concepts as used in customer environments.
- Experience using remote diagnostic tools and executing structured diagnostic workflows prior to escalation.
- Ability to clearly document technical findings and communicate root cause analysis to both technical and non‑technical audiences.
Experience & Qualifications
- 3–5 years of experience in technical support, systems support, or infrastructure‑focused troubleshooting roles.
- Experience supporting SaaS or cloud‑hosted applications preferred.
- CompTIA A+ and/or CompTIA Network+ certifications preferred; equivalent demonstrable knowledge and experience accepted.
Working Conditions
- Participation in incident response or escalation activities outside normal business hours may be required as needed.
