IT Technical Support Engineer

Responsibilities
Your key responsibilities:
Collaborate with all tiers of support to triage issues, file and update bug reports, and provide workflow and technical solutions.
Provide technical support services to customers while liaising internally with pre-sales, product and engineering teams.
Resolve issues in your queue while creating repeatable, steps-based documentation for both internal and external audiences.
Provide direct 1st, 2nd and 3rd line support to customers.
Triage and work on incoming issues to bring them to quick resolution defined
Standard services utilizing strong troubleshooting skills.
Work with Linux and Windows servers in a system admin capacity to resolve complex problems.
Work on network related issues, narrowing down the variables (switches, routers, LAN,
VPN, Active Directory) to help isolate problems to a specific device, port, protocol, etc.
Work closely with Engineering and Product Management to recommend and implement cutting edge enhancements and features that expand our customer base and provide an improved customer experience.
Deploy cloud-based servers using virtualization and containerization.
You'll query SQL and PostgreSQL databases to help gain a better understanding of customer issues.
Compliance with security policy
Work on-shift (overtime compensation applied) after working hours and weekends as scheduled (if needed)