Technical Support Analyst - US Inbound Calls

Position Summary

We are seeking Technical Support Engineers

You will support both on-premises and cloud-based deployments, including AWS-hosted instances, and play a key part in delivering world-class technical assistance across time zones as part of our 24×7 model.

This role operates within a rotating 24×7 support schedule with overlapping regional coverage.

Core Responsibilities

• Diagnose and resolve product issues for Scrutinizer, FlowPro, Replicator, and Endpoint Analytics.
• Collect and analyze logs, configuration data, and network flow information to isolate root causes.
• Guide customers through configuration, connectivity, and upgrade issues in both on-prem and AWS environments.
• Escalate product defects and complex issues to senior support or engineering following defined workflows.
• Maintain accurate case documentation and contribute to internal knowledge ar...