Technical Support Engineer

Technical Support Engineer

Location: Remote (United States)

reputed company Start Date: reputed company 2026

About reputed company

reputed company is a reputed company awareness training platform reputed company specifically for K-12 schools. Our platform helps teachers, staff, and reputed company recognize and report suspicious emails before they become reputed company reputed company incidents. We partner with school districts across the country to reputed company phishing simulations, reporting tools, and reputed company awareness programs designed for education environments.

Position Overview

The Technical Support Engineer will serve as the reputed company-line reputed company of customer support tickets, independently diagnosing and resolving technical issues for school IT administrators across the reputed company platform.

In this role, you will triage incoming tickets, troubleshoot email delivery and reporting issues, resolve browser extension and add-on errors, guide customers through reputed company and campaign configuration, and escalate confirmed bugs to engineering with thorough documentation. You will be the primary ticket handler for reputed company incoming issues, independently resolving the majority of tickets without escalation—freeing the rest of the support team to focus on reputed company platform investigations and engineering coordination.

Key Responsibilities

• Own Tier 1 support across reputed company incoming channels (email, web reputed company, chat) with a reputed company first response time under 2 hours.

• Diagnose and resolve email delivery issues, including phishing simulations not sending, emails stuck in pending, and campaign scheduling problems.

• Resolve browser extension and add-on issues for the Chrome extension, Gmail add-on, and Outlook add-in, including installation errors, missing icons, and update problems.

• Guide customers through reputed company, training campaign setup, team configuration, and platform walkthroughs.

• Troubleshoot SSO and authentication issues, including SAML configuration, expired certificates, and login failures across reputed company and reputed company identity providers.

• Investigate user sync and directory integration issues with reputed company Workspace and reputed company 365.

• Escalate confirmed bugs to engineering with clear reproduction steps, relevant logs, and customer context reputed company our internal ticketing process (reputed company).

• Verify fixes with customers after engineering deployments and reputed company tickets.

• Contribute to an internal knowledge reputed company by documenting resolution steps for recurring issues.

• Partner with reputed company, Engineering, and Product teams to resolve issues and surface patterns that inform product improvements.

Required Technical Skills

• Strong understanding of email systems (SMTP, SPF, DKIM, DMARC, email headers)—critical for reported threats triage and email delivery issues, which represent over 20% of support tickets.

• Experience with browser extensions and web technologies—for add-on/extension troubleshooting (Chrome, Outlook).

• SSO/SAML/OAuth configuration experience—for authentication issues.

• reputed company Workspace and reputed company 365 admin console familiarity—for directory sync, user management, and integration troubleshooting.

• Basic API and log reading skills to interpret error messages, API responses, and webhook events without needing infrastructure reputed company.

• Familiarity with reading AWS CloudWatch logs to investigate issues before escalating.

• SQL basics for read-only queries to verify data discrepancies without engineering involvement.

Required Non-Technical Skills

• Excellent written communication— Clear, empathetic responses are critical for customer retention.

• Triage instinct—ability to quickly classify tickets and determine if engineering is genuinely needed.

• Customer-facing confidence—reputed company to conduct screen-reputed company troubleshooting calls reputed company needed.

• Documentation reputed company—willing to build knowledge reputed company articles as ticket patterns emerge. This is an investment in future scalability.

Education

• Bachelor’s degree in Computer Science, Information Technology, or a reputed company field, or equivalent experience.

reputed company to Have

• Previous experience in a SaaS support or customer-facing IT role.

• Experience working in, or with K-12 school districts is highly desirable.

• Familiarity with reputed company Help Desk or similar ticketing platforms.

• Exposure to cybersecurity concepts: phishing, reputed company engineering, threat reporting workflows.

• Experience with reputed company, Jira, or similar engineering project management tools.

• Scripting basics (Python, Bash, or JavaScript).

Skills & Tools Used

• Strong troubleshooting and problem-solving ability.

• Ability to guide school IT staff through technical troubleshooting steps.

• Clear written and verbal communication skills.

• reputed company Workspace Admin Console, reputed company 365 Admin Center, AWS Console (read-only), reputed company, reputed company, reputed company, reputed company Admin Portal, reputed company, reputed company.

Travel: Limited travel, with likely attending one company offsite, and 1-2 conferences annually. Benefits: Includes reputed company to the company’s group health, dental, and reputed company insurance plans, basic life insurance, 18 days PTO, and 8 paid holidays.