ADVANCED SUPPORT ENGINEER JOB DESCRIPTION

An Advanced Support Engineer resolves issues that most support tiers cannot. When escalated cases stall without a clear owner, enterprise SaaS customers lose confidence faster than any sales team can recover it. This role holds the line by owning complex case resolution from triage through closure, serving as the technical liaison between support delivery and the engineering teams who build the product. The work demands fluency in cloud application architecture and a willingness to mentor peers on what each resolved case reveals.

As the Advanced Support Engineer, you resolve high-complexity customer issues across cloud-based SaaS platforms, reducing time to resolution for cases that have outgrown frontline support. You operate within a technical support organization, collaborating closely with cloud operations, development, and vendor contacts to close knowledge gaps and raise the team's collective capability.

Career Impact: Owning escalated cases for enterprise SaaS customers builds a track record in cloud application triage that is recognized across technical support, solutions engineering, and product operations career paths.

Business Impact: When a complex incident is unresolved, enterprise customers escalate to leadership, and renewal conversations stall - the Advanced Support Engineer is the person who stops that chain before it starts.

Growth Opportunity: Serving as the technical liaison to development on at least one functional component expands your scope from reactive support into product influence, opening a path toward cloud operations or senior engineering roles.

• Resolve escalated customer cases involving cloud application functionality, incident diagnosis, and systems configuration to ensure SLA compliance.
• Own case documentation in the problem management database, maintaining accurate history records for each assigned incident.
• Collaborate with development and cloud operations teams on special projects that surface and close recurring customer experience gaps.
• Build and maintain a team knowledge base by documenting resolution insights accessible to customers, partners, and internal colleagues.
• Mentor junior support engineers using lessons drawn from resolved escalations to raise overall team resolution capability.
• Validate software behavior by testing functionality against reported errors and recommending corrective changes to development teams.
• Monitor escalation queues and proactively communicate status updates to customers, vendors, and internal stakeholders throughout resolution.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 2 or more years of technical support experience, with demonstrated ownership of escalated case resolution in a SaaS environment.
• Strong understanding of SQL queries and relational database concepts sufficient to diagnose application-layer data issues.
• Proficiency in cloud-based application architecture, including experience supporting web servers, application servers, and API-driven integrations.
• Demonstrated ability to analyze complex, high-volume, and sometimes contradictory technical information to reach a defensible resolution path.
• Strong written and verbal communication skills, including the ability to de-escalate frustrated enterprise customers under pressure.
• Ability to manage multiple open cases simultaneously while maintaining documentation accuracy and meeting response benchmarks.

• Experience in a Managed Service Provider environment supporting multi-tenant SaaS platforms.
• Familiarity with Unix/Linux command-line tools used in cloud application triage and log analysis.
• Exposure to cloud monitoring platforms and the ability to interpret performance dashboards during active incident response.
• Secondary language fluency, particularly for supporting globally distributed customer bases.

• Mean time to resolution for escalated cases, reflecting ownership through full incident closure.
• Case documentation completeness rate, measuring the accuracy and reusability of history records created.
• Escalation deflection rate, tracking how many cases are resolved without requiring developer involvement.
• Knowledge base contribution count per quarter, tied directly to team-level resolution capability improvement.
• Customer follow-up compliance rate, measuring adherence to committed update cadences during open cases.
• Typical tools: Case management platforms (commonly Salesforce or Jira), team communication (commonly MS Teams or Slack)

• Base Salary Range: $75,000 to $105,000 annually depending on experience and location.
• Bonus: Annual performance bonus typically ranging from 5 to 10 percent of base salary.
• Equity: Stock options or RSUs offered at some employers, more common at growth-stage SaaS companies.
• Health Benefits: Medical, dental, and vision coverage standard, with employer contribution to premiums.
• PTO: 15 to 20 days annually, plus standard US federal holidays.
• Common Perks: Remote or hybrid flexibility, home office stipend, and professional certification reimbursement.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Candidates for this position are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law. Candidates requiring a reasonable accommodation during the application or interview process may submit a request at any time. Final employment offers are contingent on successful completion of a background check. Applicants must be authorized to work in the United States.

The Advanced Support Engineer owns daily case management and partner support across Stax solutions, resolving routine technical issues while overseeing escalations through to resolution. Working alongside vendors and upper-tier engineers, the Advanced Support Engineer enables consistent service delivery by building product knowledge and developing support processes that improve partner outcomes.

Key Responsibilities

• Provide technical partner support for assigned daily cases.
• Manage case escalations to upper-tier engineers or vendors when appropriate.
• Oversee escalated support cases until resolution is determined.
• Collaborate with vendors to drive communications around updates affecting the team.
• Develop and maintain knowledge around products specific to the team.
• Assist with the development of processes around customer support and problem resolution.

Required Qualifications

• At least 2 years of experience in the technical support field.
• MSP-specific experience preferred.
• Proficient in MS Outlook and MS Teams for email and team communication.
• Strong communication and customer service skills, including defusing frustrated partner situations.
• Excellent analytical and problem-solving skills with the ability to provide quick resolution.
• Ability to manage complex, high-quantity, and sometimes contradictory information effectively.
• Self-motivated, strategic worker with a drive for executional excellence.

Embedded within a technical support organization, the Advanced Support Engineer delivers application support across software functionality, incident resolution, and systems configuration through multiple channels, including phone, email, and chat. Working closely with programmers and internal teams, the Advanced Support Engineer ensures accurate case tracking, timely escalation, and continuous product knowledge to meet and exceed established support benchmarks.

Core Functions

• Provide application support relating to software functionality, incident resolution, and systems configuration through case escalations, phone, email, and chat.
• Recognize basic and advanced problems, conduct research, provide resolutions, and follow up with customers as needed.
• Log and track calls using the problem management database and maintain history records and related documentation.
• Prepare standard statistical reports, such as help desk incident reports.
• Consult with programmers to explain software errors or recommend changes to programs.
• Test software and hardware to evaluate ease of use and whether products aid users in performing work.
• Stay current on all key support topics, including product knowledge and required technical and soft skills.

Qualifications and Experience

• Associate's degree or equivalent work experience, Bachelor's degree preferred.
• 2-5 years of prior experience in a technical support role.
• Minimum 1 year of experience in an escalations role.
• Strong knowledge and understanding of SQL queries and relational databases.
• Familiarity with cloud-based technologies and working knowledge of Jira and API.
• Proficient in Microsoft Office Suite, Salesforce, and Bomgar preferred.
• Strong attention to detail, time management, and conflict resolution skills.

Reporting to technical leadership, the Advanced Support Engineer shapes resolution paths for complex cloud application issues while serving as the technical liaison between support delivery and development teams. Partnering with cloud operations and cross-functional colleagues, the Advanced Support Engineer advances product knowledge, contributes to the team's knowledge base, and mentors peers to reduce issue deflection and improve customer experience.

Primary Duties

• Provide a path to resolution for complex customer-facing issues using technical expertise in triaging cloud-based applications.
• Rapidly develop expertise in all product areas and act as a technical support liaison to development for one functional component.
• Share new insights with the team and document information in the knowledge base for customers, partners, and suppliers.
• Influence development and cloud operations via special projects to drive critical customer experience issues to resolution.
• Gain understanding of customer use cases across procurement, sourcing, expense, contract management, and related platforms.
• Act as a mentor to support colleagues and develop subject matter expertise in one area over time.

Skills and Qualifications

• Highly proficient in Unix/Linux system tools, including SSH, SFTP, and GREP.
• Proficient in cloud monitoring systems such as New Relic, Rightscale, ELK, and Grafana.
• Skilled in database monitoring via Innotop, debugging via Airbrake, REST API calls, and MySQL Console.
• Proficient in PHPMyAdmin, OKTA, Atlassian suite, including Jira, Confluence, and Hipchat.
• Knowledge of Ruby on Rails, SQL, Bash scripts, XML, cXML, XSLT, DOM, HTML, and SAML.
• Experience with Amazon Web Services, Microsoft Azure, Docker, web servers, application servers, and databases.
• Fast learner, self-motivated, agile, and able to manage multiple issues simultaneously with effective communication.
• English fluency required; secondary language fluency is a plus.

Sitting at the intersection of enterprise network performance and post-sales technical support, the Advanced Support Engineer serves as the primary customer contact at Ft. Meade, managing all support issues for Riverbed products while ensuring SLAs are consistently met. Operating across Windows, Linux, and Unix environments, the Advanced Support Engineer conducts trace analysis, advanced debugging, and internal communication of customer technical needs to drive continuous improvement of network and application visibility.

Duties

• Current Top Secret/SCI + Full Scope Poly security clearance required.
• Expert-level understanding of at least one Riverbed product line, including Steelhead, Interceptor, Cascade, or Opnet.
• Prior experience providing post-sale support to large enterprise customers with customer management interaction.
• Thorough understanding of WAN technologies and how bandwidth and latency affect application performance.
• Experience with routing/switching, policy-based routing, spanning-tree, VLANs, VLAN trunking, and WCCP.
• Skilled in reading and understanding packet captures using tools such as Wireshark.
• Highly analytical in problem-solving with the ability to apply original and innovative thinking under pressure.

Technical Responsibilities

• Riverbed is seeking an Advanced Support Engineer (ASE) to work onsite at our customer facility located at Ft. Meade, MD.
• Manage all post-sales technical issues for assigned customers and ensure support SLAs are met.
• Provide reporting of support metrics to the customer regularly.
• Perform trace analysis, proprietary log analysis, and advanced debugging of Windows, Linux, and Unix operating systems.
• Maintain a thorough understanding of the customer's environment and provide expert advice and advanced troubleshooting steps.
• Communicate customers' current and future technical needs internally to improve quality and additional features.

A key member of the ACS Cloud Platform Spain Delivery organization, the Advanced Support Engineer leads proactive support and trusted advisory services for dedicated customers running Oracle infrastructure and platform deployments on-premises and in the cloud. Collaborating across Oracle Global Customer Support, Technical Account Managers, and development teams, the Advanced Support Engineer enables operational excellence by resolving complex escalated issues, delivering knowledge transfer workshops, and advising on architecture, performance, and patch management.

Accountabilities

• For this position, we look for an experienced, talented, and self-motivated Advanced Support Engineer to work onsite or remotely from customer premises, mostly in the Madrid area.
• Provide client-specific and proactive support for dedicated ACS customers to ensure operational excellence of Oracle infrastructure and platform deployments.
• Act as a trusted technology advisor with deep knowledge of customer requirements and environments.
• Advise customers on solution architecture, security, high availability, performance, and maintainability.
• Deliver technical workshops and knowledge transfer sessions to educate customers or peers on technology updates.
• Collaborate with Oracle Global Customer Support to deliver critical technical support tasks, including issue reproduction, testing, and fix validation.
• Facilitate root cause analysis for product problems, provide workarounds or patches, and follow through with escalation management.

Experience and Qualifications

• University degree or comparable education and professional experience.
• Previous experience in a support, consulting, IT operations, or administration organization is preferred.
• Hands-on experience in installation, configuration, operation, and administration for databases on-premises and Oracle Cloud.
• Knowledge of Oracle Database, RAC, Oracle Grid Infrastructure, Enterprise Manager OEM, and Grid Control.
• Advanced OS administration skills with Unix/Linux as a plus, and knowledge of Oracle Fusion Middleware products as a plus.
• Proficient in Oracle-related tools and platforms for performance assessment, tuning, and patch management.
• Strong communication skills in Spanish and English, both verbal and written, with good presentation and documentation skills.
• Ability to work under pressure in escalated situations, travel regularly, and operate on a standby basis, including 24x7 scheduled hours.