Customer Support Engineer – Tier 1

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Act as the main technical resource for simpler issues.

• Troubleshoot configuration and networking problems.

• Handle a fast-paced ticket queue while achieving time-to-first-response and time-to-resolution goals.

• Deliver clear, useful, and precise technical advice to facilitate positive user experiences and uphold high CSAT ratings.

• Manage high volumes of daily ticket responses while providing the technical insight necessary to resolve intricate networking challenges.

• Collaborate across departments with the wider CX team and Product/Engineering to pinpoint recurring issues and advocate for enhancements in user experience.

• Report directly to the Tier 1 Support Team Lead.

⛳️ Requirements

• A natural tinkerer with a strong curiosity about how things function, evidenced by personal projects, homelabs, or contributions to open-source initiatives.

• Basic knowledge of networking principles, including DNS, IP addressing, firewalls, and routing.

• Skilled in troubleshooting across macOS, Windows, Linux, and mobile operating systems.

• Some experience with Jira and Slack.

• Excellent written communication abilities and a knack for explaining complex technical ideas with empathy and clarity.

• A proactive attitude toward learning new technologies and keeping abreast of evolving infrastructure tools.

🏝️ Benefits

• An inclusive and flexible environment where you can truly be yourself.

• A competitive total compensation package that includes a base salary, equity incentive plan, and variable commission (for roles based on quotas).

• Comprehensive group benefits with no waiting period, covering health, vision, dental, and more for you and your family.

• A remote-first working environment.

• Opportunities for virtual and in-person social events.

• Corporate co-working program through WeWork or similar facilities.

• Employer-funded retirement contributions with dollar-for-dollar matching, up to a maximum annual employer contribution equal to 0.75% of eligible compensation.

• Annual company retreat and team off-site events.

• $1500 USD annually for professional development.

• Access to mentorship, coaching, and internal promotion opportunities.

• A flexible paid time off program.

• A company-owned laptop (Mac or PC).

• Monthly reimbursement for home internet costs.

• $500 USD allowance for customizing your home office workstation.

• Paid parental leave top-ups: 20 weeks for birthing parents and 16 weeks for non-birthing parents.