Support Engineer

Summary

Volexity is looking for a Support Engineer to help deliver exceptional technical support for their growing software product line. The role involves troubleshooting across various platforms and collaborating with teams to resolve issues and improve support processes.

Responsibilities

• Provide Tier 2/3 technical support for customers and internal teams
• Troubleshoot issues across:
• Operating systems. including Windows, Linux, macOS
• Cloud platforms, including AWS, Azure, GCP
• Application stack, including Python, PostgreSQL, Nginx, Node/npm ecosystems
• Reproduce customer issues in test environments and identify root causes
• Develop and document clear remediation steps, runbooks, and knowledge base articles
• Collaborate with Engineering, DevOps, and Product teams to escalate and resolve bugs
• Support deployments, upgrades, and migrations
• Contribute to improving support processes, tooling, and automation

Skills

• 3-7+ years of experience in technical support, systems engineering, or similar roles
• Strong troubleshooting skills across multi-platform and cloud environments
• Solid understanding of networking fundamentals (DNS, HTTP/S, ports, firewalls, proxies, load balancers, SSL/PKI, REST APIs, JSON)
• Solid understanding of system logs and monitoring tools
• Solid understanding of cloud logging infrastructure
• Experience writing technical documentation
• Experience writing troubleshooting guides
• Experience writing customer-facing remediation steps
• Strong communication skills (written and verbal)
• Working knowledge of Terraform (or similar Infrastructure-as-Code tools)
• Scripting skills (Python, Ruby, PowerShell, or similar)
• Experience in the digital forensics and incident response industries
• Experience using EDRs, SOARs, and MDMs
• Ability to reproduce problems on virtualization platforms
• Understanding of enterprise authentication, such as LDAP, SAML, and IPA
• Ability to troubleshoot issues with network file shares, cloud storage, and auto-scaling groups
• Proficiency using web developer tools and proxies such as Burp Suite and/or Postman

Qualifications

Must Haves

• 3-7+ years of experience in technical support, systems engineering, or similar roles
• Strong troubleshooting skills across multi-platform and cloud environments
• Solid understanding of networking fundamentals (DNS, HTTP/S, ports, firewalls, proxies, load balancers, SSL/PKI, REST APIs, JSON)
• Solid understanding of system logs and monitoring tools
• Solid understanding of cloud logging infrastructure
• Experience writing technical documentation
• Experience writing troubleshooting guides
• Experience writing customer-facing remediation steps
• Strong communication skills (written and verbal)

Nice to Haves

• Working knowledge of Terraform (or similar Infrastructure-as-Code tools)
• Scripting skills (Python, Ruby, PowerShell, or similar)
• Experience in the digital forensics and incident response industries
• Experience using EDRs, SOARs, and MDMs
• Ability to reproduce problems on virtualization platforms
• Understanding of enterprise authentication, such as LDAP, SAML, and IPA
• Ability to troubleshoot issues with network file shares, cloud storage, and auto-scaling groups
• Proficiency using web developer tools and proxies such as Burp Suite and/or Postman