Senior Technical Support Engineer

About the role

Halcyon is looking for a Senior Technical Support Engineer to join its globally distributed support team. You will troubleshoot customer issues on Windows, Linux and macOS platforms, working closely with Cloud, Networking, Application and Security technologies. The role follows a Sunday‑through‑Thursday shift and is fully remote.

Key responsibilities

• Act as the highest level technical escalation for critical customer incidents.
• Perform advanced troubleshooting of Halcyon agents on Windows and Linux environments.
• Partner with Engineering to diagnose, reproduce and resolve complex technical challenges.
• Conduct root‑cause analysis and deliver actionable recommendations to improve product stability.
• Create and maintain technical documentation and knowledge‑base articles.
• Lead customer interactions via phone, email and remote sessions, ensuring timely resolution.

Required profile

• Proven experience (minimum 84 months) in technical support or similar roles.
• Self‑motivated team player with a strong desire to learn and adapt quickly.
• Ability to work the specified Sunday‑Thursday shift and collaborate across time zones.

Required skills

• Linux environments
• Windows operating systems
• Mac OS
• Python
• PowerShell
• Bash
• TCP/IP troubleshooting
• Networking concepts
• Firewalls
• VPNs
• Proxies
• API integration
• Data analysis
• Data exfiltration prevention
• Ransomware lifecycle
• Endpoint defense
• Threat intelligence
• Incident response
• Scripting