Support Engineer

Location: Remote (USA)

Experience Level: Junior to Mid-level

Job Description

To support our growing software product line, Volexity is looking for a Support Engineer to help deliver exceptional technical support. Our platform operates across Windows, Linux, and macOS environments, both on-premises and in cloud infrastructures.

This role is ideal for someone who thrives in complex technical environments, enjoys troubleshooting across the full stack, and clearly communicates solutions to technical and non-technical stakeholders.

Candidates are expected to have a 3-7+ years of experience in technical support, systems engineering, or similar roles.

Responsibilities

Responsibilities of a Support Engineer will include but not be limited to:

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

Required Skills

As a Support Engineer, the expected skillset should include:

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)

System logs and monitoring tools

Cloud logging infrastructure

Experience writing:

Technical documentation

Troubleshooting guides

Customer-facing remediation steps

Strong communication skills (written and verbal)

Preferred Experience

Successful candidates for this role may also demonstrate the following experience or skills:

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

Compensation

Compensation may vary based on location, experience, and skills. We are open to discussing total compensation including benefits, equity, and professional development budget.

Volexity values diversity and is an equal opportunity employer. All employment is decided on the basis of qualifications, merit, and business need.