remote
Technical Support Engineer - Acresecurity
Software Engineer
Provide expert technical support for security solutions, diagnosing and resolving complex issues on Linux and network environments while ensuring customer satisfaction and continuous improvement of support processes.
About the role
Key Responsibilities
- Diagnose, troubleshoot, and resolve technical issues reported by customers across security products and services.
- Provide timely, clear, and professional communication via phone, chat, and ticketing systems.
- Collaborate with engineering and product teams to document bugs, suggest enhancements, and track resolution progress.
- Maintain and update knowledge base articles, troubleshooting guides, and internal documentation.
- Participate in on‑call rotations and 24/7 support coverage as required.
Requirements
- 3+ years of technical support experience in a SaaS or security environment.
- Strong troubleshooting skills on Linux/Unix systems and network protocols.
- Excellent written and verbal communication skills in English.
- Experience with ticketing systems (e.g., Jira, Zendesk) and remote support tools.
- Ability to work independently and collaboratively in a fast‑paced, customer‑centric environment.