If you have a passion for problem-solving, technical excellence, and ownership of complex technical issues, we want to hear from you! This role requires a proactive and customer-focused approach, ensuring continuous improvement and high-quality technical support.
Key Responsibilities
Take full ownership of technical issues for Harmony SASE customers, including troubleshooting, root cause analysis, resolution, and communication.
Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
Create internal knowledge base (KB) articles to enhance troubleshooting efficiency and knowledge sharing.
Provide product feedback and technical insights to internal teams.
Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
Manage support-related projects, including training programs and release readiness initiatives.
5+ years of experience in B2B SaaS technical support at a Tier 3 level (or a similar role) for international customers – must
Strong expertise in network protocols, VPNs, and troubleshooting – must
Experience with software debugging, log analysis, and scripting (Python/Bash) – must
Excellent communication skills and ability to work in a fast-paced, team-oriented environment – must
Experience with Linux, SaaS environments, cloud environments, and networking technologies – strong advantage
Familiarity with IPsec protocols, VPN tunnels, Wireshark, and BGP – advantage
Highly customer-oriented, with a focus on customer satisfaction beyond just technical resolution
Self-motivated and capable of quickly learning new technologies
Ability to multi-task and work independently under pressure
