Technical Customer Support Engineer in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Customer Support Engineer based in United States.

This is a high-impact technical support role focused on solving complex customer challenges across sophisticated security and technology environments. You will work on third-tier escalations, performing deep technical investigations that may involve lab reproduction, source-code analysis, networking, Linux systems, databases, and cloud technologies. The role combines hands-on troubleshooting with close collaboration across Support, Engineering, Sales, and customers. You will also help improve support processes, tools, documentation, and customer-facing resources. As part of a geographically distributed global team, you will contribute to a culture of knowledge sharing, proactive problem solving, and continuous improvement. The position offers an opportunity to influence both customer outcomes and the evolution of a growing technical support organization.

• Own and resolve complex third-tier customer support cases, conducting detailed technical investigations and reproducing issues in laboratory environments when required.
• Analyze source code, system behavior, logs, network traffic, and other technical data to identify root causes and develop effective solutions or workarounds.
• Assess customer impact and prioritize technical solutions, coordinating resolution efforts across Support and other relevant teams.
• Communicate directly with customers and Sales through email, phone, and remote support sessions to investigate issues and maintain a positive customer experience.
• Partner closely with Engineering teams to provide high-quality workarounds, escalate product issues, and drive timely resolution of complex technical problems.
• Identify, qualify, and document opportunities to improve products, hardware, software, support processes, and customer experience.
• Develop and enhance Support processes, tools, documentation, knowledge-base articles, and how-to guides to strengthen the broader organization.
• Collaborate with geographically distributed colleagues on investigations, escalations, and technical knowledge sharing.
• Provide limited on-call or out-of-hours support during weekends and national holidays as needed.
• Identify opportunities to responsibly incorporate AI and automation into support workflows, helping improve productivity, quality, decision-making, and customer outcomes.

• At least 5 years of experience in technical support, escalation engineering, or a closely related technical customer-facing role, with strong experience supporting an international customer base.
• Demonstrated ability to diagnose and resolve complex technical issues in challenging production environments.
• Strong expertise with Linux-based systems, including system management, operations, and application stacks.
• Solid understanding of security technologies, cybersecurity risks, and enterprise technology environments.
• Excellent knowledge of TCP/IP networking and packet-capture analysis, with the ability to troubleshoot complex network-related issues.
• Basic understanding of both SQL and non-SQL databases, with stronger database knowledge considered an advantage.
• Experience working with geographically distributed teams and collaborating effectively across functions and time zones.
• Exposure to virtualized environments, cloud platforms, and cloud/SaaS applications, with deeper expertise considered a plus.
• Experience with scripting or programming, particularly Python and Bash, is desirable.
• Understanding of enterprise and data-center network design, security appliances, security software, and data interchange between different systems is desirable.
• Strong initiative and ownership, with the ability to proactively identify recurring or emerging issues and drive them through to resolution.
• Excellent communication, collaboration, analytical thinking, and customer-service skills, with a strong team-oriented mindset.
• Demonstrated ability to use AI-enabled tools such as ChatGPT Enterprise, Microsoft Copilot, or AI-powered analytics to improve technical work, customer communication, research, reporting, and routine workflows.
• Ability to critically validate AI-generated outputs, apply sound technical judgment, and appropriately protect confidential and customer information.
• U.S. citizenship is required.

• $80,000–$90,000 USD in base compensation, with actual pay determined by location, experience, and relevant internal pay positioning.
• Eligibility for an incentive plan and participation in an employee equity plan through stock options.
• Comprehensive benefits supporting financial, physical, mental, and overall wellbeing.
• Health care insurance, with specific offerings varying by location.
• Income protection and life insurance.
• Access to retirement savings plans.
• Behavioral and emotional wellness services.
• Generous paid time away from work.
• Comprehensive employee recognition programs.
• Opportunity to work remotely within the United States as part of a globally distributed support organization.
• Career growth opportunities in a fast-moving environment where employees can influence support processes, tools, and technical practices.