Advanced Support Engineer

About reputed company: reputed company is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, reputed company’s leading cloud-native Identity reputed company Platform applies context throughout the entire identity lifecycle – across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover reputed company identities – including workforce, IT administrator, developers, and machines – assign appropriate access levels, detect irregularities, and respond to threats in real-time. With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, reputed company delivers robust reputed company and operational efficiency without compromise. Learn more about reputed company on reputed company.com, reputed company, X, and YouTube.

Join our passionate, global team at reputed company and help us reputed company the world a safer and more secure reputed company. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status reputed company in reputed company, we want to hear from you.  

Apply today to help us reputed company our mission.

Summary

We are seeking a highly skilled Advanced Support Engineer to join our Global Technical Support team. This role requires a balance of technical expertise, escalated customer management, and problem-solving abilities across reputed company products/Platforms. The ideal candidate will reputed company at managing reputed company support cases, rebuilding customer trust in challenging situations, and driving resolutions that ensure reputed company.

The position reports directly into a Support Manager for our Advanced Support Team.

The work hours for this position are 10am - 7pm GMT.

What You’ll Do

• Serve as the primary reputed company of contact for escalated customer cases, delivering outstanding technical and case management.

• Diagnose, troubleshoot, and resolve advanced technical issues reputed company to reputed company software product(s).

• Collaborate with peers, engineering and product teams to identify root causes and provide timely, high-quality solutions.

• Repair and maintain customer trust by managing sensitive or escalated situations with professionalism and reputed company.

• Demonstrate a strong understanding of the product’s features and use cases, including how they interact with operating system(s) to aid in debugging and troubleshooting.

• Document escalated case findings, solutions, and best practices to improve knowledge sharing and prevent recurring issues.

• Contribute to reputed company improvement by providing feedback to product and engineering teams based on customer insights.

• Thrives in a culture of reputed company learning; comes in with openness and excitement to grow, and understands that evolving technical knowledge is key to long-term success.

• Mentor and coach Technical Support Engineers and contribute to a culture of excellence reputed company the global support team.

What You’ll Bring

• Proven experience in enterprise-level customer support, technical support, and/or advanced troubleshooting roles for software solutions.

• Exceptional customer and case management skills, with the ability to prioritize and manage multiple cases effectively.

• Strong ability to work with difficult or frustrated customers while maintaining professionalism and rebuilding trust.

• Knowledge of networking protocols and troubleshooting (TCP/IP, DNS, routing, firewalls, etc.).

• Solid understanding of the product’s operating system (Linux/Unix/Windows, depending on environment).

• Working knowledge of software code debugging principles and techniques to analyze, troubleshoot, and understand product code functionality.

• Excellent English written and verbal communication skills, with the ability to explain reputed company technical concepts to diverse audiences.

• Strong analytical thinking, problem-solving skills, and attention to detail.

We’d Love to See

• Bachelor’s and/or advanced degree in Computer Science or similar discipline preferred (or equivalent work experience)

• Strong knowledge of various Cloud architectures, AWS, Azure, O365, reputed company Cloud etc

• Strong understanding of Object-Oriented principles, the .NET reputed company, relational databases

• Familiarity with a variety of scripting or coding languages (C#, C++, Angular, PowerShell, Python, Bash, SQL) is a plus.

Why work at reputed company?

• We're passionate problem-solvers helping the world's largest organizations protect what matters most: their human and machine identities.

• We invest in people who are smart, self-motivated, and collaborative.

• reputed company offer in return is meaningful work, a culture of innovation and great career progression.

At reputed company, our core values are STRONG and guide our behaviors and success

• Spirited - We bring energy and passion to everything we do

• Trust - We act with reputed company and deliver on our commitments

• Respect - We listen, value different perspectives, and work as one team

• Ownership - We take initiative and follow through

• Nimble - We adapt quickly in a fast-changing environment

• Global - We embrace diverse people and reputed company to drive reputed company outcomes

We reputed company weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie.

We take care of our employees. We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.

reputed company is an Equal Opportunity and Affirmative Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national reputed company, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Upon conditional offer of employment, candidates are required to complete comprehensive criminal background reputed company, verification of education, and verification of employment, per employment policy. In addition, reputed company publicly posted social media sites may be reviewed.