Your Role:

As a Technical Support Engineer II, you will be responsible for:

• Monitor and triage incoming support cases via a shared queue.
• Prioritize and resolve quick-win issues to meet response and resolution SLAs.
• Identify and escalate Severity 1 cases following established protocols.
• Maintain and update backlog cases with clear, structured documentation.
• Participate in weekend/on-call support as per the rotation schedule.
• Troubleshoot issues related to Linux systems, basic networking, virtualization, and cloud environments.
• Reproduce customer issues in lab environments and provide detailed findings to R&D when needed.

What You Need:

Non-negotiable Requirements:

• Prior Enterprise Customer experience (supporting global clients or customers, not internal users)
• Prior direct experience working for vendors and supporting paying customers. (example of vendors include Cisco, Palo Alto, Checkpoint, Sophos, etc.)
• Proven experience, hands-on with the networking devices (basic), security devices, and a good grasp of the Linux Operating system
• A minimum of 4-5 years of knowledge/prior experience in Linux Operating System is required.
• Global support experience working with internal and external stakeholders is a requirement.
• Excellent communication skills.
• Basic knowledge of any Scripting Languages like Bash, PowerShell, and Python would be nice to have.