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Tier 3 Technical Support Expert
Not specifiedFull-timeCustomer SupportDigital Forensics
Provide advanced technical support for digital investigation products. Troubleshoot complex issues, work with customers and internal teams, and help improve products and support processes.
Responsibilities
- Troubleshoot, investigate, and reproduce technically complex product issues.
- Provide technical expertise, advice, and solutions to team members and customers.
- Coordinate bug management with R&D and help ensure fixes are delivered in releases.
- Establish and maintain support processes, procedures, and documentation.
- Identify opportunities for product improvement and help others develop their expertise.
Requirements
- At least 3 years of experience in a technical support role.
- Hands-on expertise in one or more areas such as operating systems, scripting, computer forensics, file or database structures, analysis tools, SaaS support, cloud services, IT networking, or integrations.
- Experience debugging, troubleshooting, and reproducing issues in a lab, and providing solutions or workarounds.
- Proficiency with AI tools.
- Strong analytical and problem-solving skills; excellent written and verbal communication.
- High level of spoken and written English.