Customer Support Engineer, Tier 1

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the main technical resource for simpler issues

• Address configuration and networking obstacles

• Oversee a fast-paced ticket queue while meeting time-to-first-response and time-to-resolution goals

• Deliver clear, helpful, and precise technical advice

• Promote positive user experiences and uphold high CSAT ratings

• Manage a significant volume of daily ticket responses while possessing the technical expertise required to resolve complex networking problems

• Collaborate cross-functionally with the wider CX and Product/Engineering teams

• Recognize recurring pain points and advocate for enhancements in user experience

• Report directly to the Tier 1 Support Team Lead

⛳️ Requirements

• An innate tinkering mindset and strong curiosity about how things function, evidenced by personal projects, homelabs, or contributions to open-source

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

• Ability to troubleshoot across macOS, Windows, Linux, and mobile operating systems

• Some experience with Jira and Slack

• Outstanding written communication abilities

• Capability to articulate complex technical ideas with empathy and clarity

• A proactive stance on learning new technologies and keeping up with advancements in infrastructure tools

🏝️ Benefits

• An inclusive and flexible environment where you can be your true self

• A competitive total compensation package that includes a base salary and equity incentive plan

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

• Remote-first work setup

• Opportunities for virtual and in-person social gatherings

• Corporate co-working program available

• Employer-funded retirement contributions matching employee contributions dollar-for-dollar, up to 0.75% of eligible compensation each year

• Annual company retreat and team off-site events

• $1500 USD annually allocated for professional development

• Opportunities for mentorship, coaching, and internal promotions

• Flexible paid time off policy

• Company-provided laptop (Mac or PC)

• Monthly reimbursement for home internet expenses

• $500 USD allowance for home office/workstation customization

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