Technical Support Engineer

Job Title: Support Engineer

Location: Cleveland, Ohio (Hybrid)

Experience: Mid Level

Job Function: Support

Employment Type: Full-Time

Industry: Computer and Network Security

Job Summary The Support Engineer (Tier II) delivers advanced technical expertise to diagnose, troubleshoot, and resolve complex customer issues that impact product performance and business operations. They serve as a critical escalation point, performing in-depth root cause analysis and driving timely, high-quality resolutions that minimize disruption and accelerate value realization. By collaborating with Tier III, Team Leads and Tier IV.

The role emphasizes proactive problem management, continuous improvement, and clear customer communication. Through technical excellence and customer advocacy, the Support Engineer (Tier II) safeguards operational stability and strengthens long-term customer confidence.

Job Responsibilities

• Provide clear, structured communication to customers, building confidence throughout the resolution process
• Independently troubleshoot and resolve complex technical issues, offering guidance and best practices
• Own the full case lifecycle, ensuring quality, SLA adherence, and customer satisfaction
• Conduct root cause analysis and implement sustainable solutions
• Identify recurring trends and contribute to process and product improvements
• Develop and maintain knowledge base content and best practices
• Share expertise with team members to strengthen overall capability
• Manage escalations effectively and contribute to major incident resolution
• Collaborate cross-functionally with Engineering, Product, and other teams
• Recommend improvements to tools, workflows, and support processes

Minimum Qualifications, Education, and Skills

• Bachelor's degree or equivalent experience
• 2 to 4 years of related work experience and general knowledge within their functional area
• Experience handling complex technical issues in a SaaS or software environment
• Participation in support initiatives and process improvement efforts
• Strong troubleshooting and analytical skills across systems (e.g., Windows, Linux, networking, databases)
• Proficiency in case management tools and structured problem-solving
• Ability to clearly explain technical concepts to customers
• Proven ability to manage complex cases independently through resolution
• Experience performing root cause analysis and implementing long-term fixes
• Strong prioritization skills and ability to manage multiple issues simultaneously
• Solid understanding of support processes and troubleshooting methodologies
• Familiarity with cloud environments and enterprise system configurations