Sr. Technical Support Engineer, Global English / Korean / Mandarin

Exercise sound technical and security judgment when evaluating ambiguous or high-risk scenarios involving identity verification, ownership validation, access restoration, and potential compromise events.

Investigate highly sensitive security and identity incidents while balancing customer experience, risk mitigation, compliance requirements, and platform protection objectives.

Troubleshoot deeply technical identity and security issues across multi-component systems using logs, traces, telemetry, and diagnostic tooling.

Review complex cases, validate technical details, identify defects or systemic patterns, and engage senior engineers or product teams when deeper engineering changes are required.

Participate in technical triage, incident response, and swarming discussions, contributing investigative findings and helping accelerate resolution paths across globally distributed teams.

Collaborate on cross-team and cross-product investigations, coordinating with partner support organizations, Engineering, and other CSS organizations as needed.

Collaborate effectively across regions and time zones, partnering with engineers, partner support organizations, and stakeholders worldwide to resolve customer-critical issues and improve operational readiness.

Participate in follow-the-sun support models, business-critical incident response activities, and other global support commitments, which may include coverage outside standard business hours, weekends, or regional holidays as required.

Provide clear, timely updates that keep customers informed of case status, next steps, and expected timelines.

Mentor new or developing engineers, supporting skills ramp, readiness content, and knowledge transfer across partner and FTE communities.

Share best practices broadly, contribute to automation and case-deflection assets, and help enhance the quality and efficiency of the Data Protection support model.

Identify process gaps, propose improvements, and partner with managers and engineering teams to refine workflows, documentation, and readiness materials.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *