Customer Support Engineer – Tier 1

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

📋 Description

• Serve as the main technical resource for simpler issues.

• Address configuration and networking obstacles.

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

• Foster positive user experiences and sustain high CSAT scores by providing clear, helpful, and precise technical support.

• Manage a high volume of daily ticket responses while applying the technical expertise necessary to resolve intricate networking problems.

• Collaborate across teams to pinpoint recurring pain points and advocate for enhancements in user experience.

• Report directly to the Tier 1 Support Team Lead.

• Work with the wider CX and Product/Engineering teams.

⛳️ Requirements

• A natural tinkerer’s mindset and a strong curiosity, showcased through personal projects, home labs, or open-source contributions.

• A foundational grasp of networking principles, including DNS, IP addressing, firewalls, and routing.

• Proficient in troubleshooting across macOS, Windows, Linux, and mobile platforms.

• Some experience with Jira and Slack.

• Exceptional written communication skills, capable of articulating complex technical concepts with empathy and clarity.

• A proactive attitude towards learning new technologies and keeping up with the latest infrastructure tools.

🏝️ Benefits

• An inclusive, flexible environment that encourages you to be your authentic self.

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

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

• A remote-first work environment with adaptable work arrangements.

• Opportunities for virtual and in-person social events.

• A corporate co-working program.

• Employer-funded retirement contributions that match employee contributions dollar-for-dollar, 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 allocated for professional development.

• Access to mentorship, coaching, and opportunities for internal promotions.

• A flexible paid time off program.

• A company-owned laptop (Mac or PC).

• Monthly reimbursement for home internet expenses.

• $500 USD allowance for workstation customization.

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