Technical Support Engineer

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September 10

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PartnerOne

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Enterprise • SaaS • Fintech

PartnerOne is one of the fastest growing software groups in the world, providing solutions that enhance the operational efficiency of the largest enterprises globally. The company specializes in acquiring software firms and investing in their development to create more robust, effective, and agile software solutions. PartnerOne is trusted by 80% of the world's largest companies, including the top US and European banks, defense contractors, and media conglomerates, focusing on delivering unparalleled customer support and innovative technologies.

201 - 500 employees

🏢 Enterprise

☁️ SaaS

💳 Fintech

📋 Description

• Serve as the primary technical contact for customers, managing support cases from initial intake through resolution. • Troubleshoot, analyze, and resolve complex technical issues across product areas (networking, security, OS, applications, etc.). • Reproduce customer issues in lab environments and document clear findings for Engineering escalation when required. • Collaborate with Engineering, QA, and Product teams to drive bug fixes and product improvements. • Mentor and assist TSE 1 engineers in case handling, best practices, and technical skill development. • Ensure timely updates and clear communication with customers on case progress and action plans. • Document solutions, troubleshooting steps, and knowledge base articles to enhance team efficiency. • Participate in 24x7 on-call rotations, weekend shifts, or critical incident response as needed. • Contribute to process improvements and best practices to improve customer experience.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent hands-on experience). • 3–5 years of experience in Technical Support, System Administration, or a related role. • Strong troubleshooting skills in at least two of the following areas: Operating Systems (Windows, Linux/Unix); Networking (TCP/IP, DNS, VPN, Firewalls, Routing); Security Technologies (SIEM, IDS/IPS, endpoint security, SSL/TLS, PKI); Databases/Applications (SQL, log analysis, application troubleshooting). • Familiarity with virtualization platforms (VMware, Hyper-V, or similar) and cloud technologies (AWS, Azure, GCP). • Excellent problem-solving, analytical, and communication skills. • Ability to handle high-pressure situations with professionalism and empathy. • Preferred: Certifications such as CCNA, RHCSA, CEH, Security+, or equivalent. • Preferred: Experience with enterprise security products, SIEM tools, or incident response. • Preferred: Prior experience working with global customers in a 24x7 support environment. • Preferred: Ability to script or automate tasks (Python, PowerShell, Bash, etc.) is a plus.

🏖️ Benefits

• Opportunity to work with cutting-edge security technologies and enterprise customers. • Collaborative, diverse, and fast-paced work environment. • Professional growth with learning and certification opportunities. • Competitive compensation and benefits package.