<p><strong>Location: </strong>Remote (USA)</p> <p><strong>Experience Level:</strong><strong> &nbsp;</strong>Junior to Mid-level</p> <h3>Job Description</h3> <p>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.&nbsp;</p> <p>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.</p> <p>Candidates&nbsp;are expected to have a 3-7+ years of experience in technical support, systems engineering, or similar roles.</p> <h3>Responsibilities</h3> <p>Responsibilities of a Support Engineer will include but not be limited to:</p> <ul> <li>Provide Tier 2/3 technical support for customers and internal teams</li> <li>Troubleshoot issues across:</li> <ul> <li>Operating systems. including Windows, Linux, macOS</li> <li>Cloud platforms, including AWS, Azure, GCP</li> <li>Application stack, including Python, PostgreSQL, Nginx, Node/npm ecosystems</li> </ul> <li>Reproduce customer issues in test environments and identify root causes</li> <li>Develop and document clear remediation steps, runbooks, and knowledge base articles</li> <li>Collaborate with Engineering, DevOps, and Product teams to escalate and resolve bugs</li> <li>Support deployments, upgrades, and migrations&nbsp;</li> <li>Contribute to improving support processes, tooling, and automation</li> </ul> <h3>Required Skills</h3> <p>As a Support Engineer, the expected skillset should include:</p> <ul> <li>Strong troubleshooting skills across multi-platform and cloud environments</li> <li>Solid understanding of:</li> <ul> <li>Networking fundamentals (DNS, HTTP/S, ports, firewalls, proxies, load balancers, SSL/PKI, REST APIs, JSON)</li> <li>System logs and monitoring tools</li> <li>Cloud logging infrastructure</li> </ul> </ul> <ul> <li>Experience writing:</li> <ul> <li>Technical documentation</li> <li>Troubleshooting guides</li> <li>Customer-facing remediation steps</li> </ul> <li>Strong communication skills (written and verbal)</li> </ul> <h3>Preferred Experience</h3> <p>Successful candidates for this role may also demonstrate the following experience or skills:</p> <ul> <li>Working knowledge of Terraform (or similar Infrastructure-as-Code tools)</li> <li>Scripting skills (Python, Ruby, PowerShell, or similar)</li> <li>Experience in the digital forensics and incident response industries</li> <li>Experience using EDRs, SOARs, and MDMs</li> <li>Ability to reproduce problems on virtualization platforms</li> <li>Understanding of enterprise authentication, such as LDAP, SAML, and IPA</li> <li>Ability to troubleshoot issues with network file shares, cloud storage, and auto-scaling groups</li> <li>Proficiency using web developer tools and proxies such as Burp Suite and/or Postman</li> </ul> <h3>Compensation</h3> <p>Compensation may vary based on location, experience, and skills. We are open to discussing total compensation including benefits, equity, and professional development budget.</p> <p>Volexity values diversity and is an equal opportunity employer. All employment is decided on the basis of qualifications, merit, and business need.</p>