Technical Support Engineer - poolside - Remote - Global

You will be the first point of contact for customers experiencing technical issues with our product. You will troubleshoot, diagnose, and resolve technical problems. The problems will range from issues in our SaaS offer to air-gapped on-prem deployments, where you’ll need to rely on the customer to be your eyes and ears. This role requires strong problem-solving skills, technical expertise, and the ability to reach conclusions with minimum information. You’ll be customer-obsessed and bridge customers and engineers to identify and solve any issue blocking the customer. At the same time, you’ll need to be focused on creating the documentation, runbooks, and tools to help our support team scale efficiently. Finally, you’ll be pivotal in promoting timely and professional technical support via email, chat, and phone.