ZRG Careers ยท 1 day ago
Senior Technical Support Engineer (Tier 3) - Growing Application Security Company
United States
Full-time
Remote
Mid, Senior Level
4+ years expZRG Careers is a well-funded application security SaaS company with a cloud-native application security platform. They are seeking a Senior Technical Support Engineer to manage tier 3 technical support escalations, ensuring high customer satisfaction and supporting complex deployments in cloud-native environments.
ConsultingRecruitingStaffing Agency
No H1B
Security Clearance Required
Responsibilities
Act as a senior escalation point for complex technical issues requiring deep investigation and close collaboration with R&D
Own support cases from initial investigation through resolution, ensuring high customer satisfaction
Support deployment, configuration, and optimization of our platform in complex, cloud-native and hybrid environments
Troubleshoot issues using logs, SQL queries, APIs, and system-level tools
Partner with Product and Engineering to identify recurring issues, serviceability gaps, and improvement opportunities
Lead or contribute to root cause analysis and proactive problem prevention
Create and maintain technical documentation, FAQs, troubleshooting guides, and internal knowledge articles
Participate in on-call rotation for after-hours, weekend, and holiday coverage as required
Help improve operational tooling, playbooks, and support workflows as the team scales
Qualification
Required
4+ years of experience in global technical support or a similar customer-facing technical role at tier 3 level
Hands-on experience using SQL to query databases and troubleshoot production issues
Strong proficiency with Linux and command-line tools
Experience supporting cloud-native applications, including Kubernetes and Helm
Familiarity with REST APIs and/or GraphQL for troubleshooting integrations and product behavior
Strong written and verbal communication skills with a customer-first mindset
Experience writing technical documentation (FAQs, troubleshooting guides, how-tos)
Ability to manage multiple issues simultaneously in a fast-paced environment
Preferred
Federal experience with the ability to obtain a security clearance
Company
ZRG Careers
ZRG is a global talent advisory firm that is changing the way companies hire and manage talent.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2022-12-06Acquired
Leadership Team
Matthew Corbett
Founder and CEO
Irina Baranova
Senior Technical Talent Partner (Partnered with a Digital Healthcare Company) Contract
Company data provided by crunchbase