Dunyasi Ventures

Compensation

Full Description

We are seeking a Tier 2 Technical Support Engineer to join our Customer Support team at a fast-growing cybersecurity company focused on protecting enterprises with a cutting-edge Zero Trust web browser. This role is a critical escalation point for complex end-user and administrator issues with the Zero Trust Browser. You will handle advanced troubleshooting, work closely with engineering to identify root causes, and ensure timely, high-quality resolutions. Tier 2 engineers are expected to have deeper technical knowledge, excellent problem-solving skills, and the ability to guide both customers and junior support staff through complex issues. This is an exciting opportunity to grow your technical career in the cybersecurity and enterprise SaaS space while directly impacting the success of global customers. Key Responsibilities ● Serve as the escalation point for unresolved Tier 1 support tickets, owning cases through to resolution. ● Troubleshoot and resolve complex issues involving browser performance, integrations, networking, authentication, and policy enforcement. ● Collect, analyze, and interpret detailed logs and diagnostic data to identify root causes. ● Work directly with customer administrators and IT staff to replicate issues in enterprise environments. ● Partner with Engineering and Product teams to escalate bugs, provide detailed reproduction steps, and track resolution. ● Mentor and support Tier 1 engineers by guiding their troubleshooting approaches and helping them grow technical skills. ● Develop, refine, and publish advanced knowledge base articles and troubleshooting guides. ● Actively participate in incident response and ensure critical issues are managed with urgency and clear communication. ● Collaborate with Customer Success Managers to ensure technical issues do not impact adoption or satisfaction. ● Contribute feedback to improve product stability, usability, and customer experience. Qualifications Required: ● 2–4 years of experience in technical support, IT administration, or enterprise SaaS support. ● Strong troubleshooting skills across Windows and macOS environments. ● Solid understanding of networking (TCP/IP, DNS, proxies, firewalls), and authentication protocols (SAML, OAuth, certificates, etc.). ● Experience with enterprise identity providers such as Okta, Azure AD, or Ping Identity. ● Proficiency with support ticketing systems (we use Jira & HubSpot). ● Ability to analyze logs, error reports, and system outputs to diagnose complex issues. ● Excellent written and verbal communication skills; able to engage with technical and non-technical stakeholders. Preferred (Nice to Have): ● Experience with cybersecurity products, endpoint security, or Zero Trust frameworks. ● Familiarity with scripting or automation (PowerShell, Bash, Python) for diagnostics or reproducing issues. ● Prior experience supporting enterprise-scale deployments for regulated industries (finance, healthcare, government). ● Knowledge of virtualization or containerization technologies (VDI, Citrix, Docker, Kubernetes). What We Offer ● Competitive salary and benefits package. ● Opportunity to advance into Tier 3, or Customer Success leadership. ● Training and certification opportunities in cybersecurity, identity management, and SaaS technologies. ● Collaborative, mission-driven culture with enterprise customers worldwide. ● Be part of a high-growth company shaping the future of secure browsing. Pay: $55,000.00 - $75,000.00 per year Application Question(s): • Where are you located? • This job requires you to work EST hours. Can you do that? • Do you hold a CCNA? Work Location: Remote