Platform Engineer

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

📋 Description

• Oversee various customer initiatives while spearheading platform configuration and providing technical support for the enterprise services organization.

• Collaborate with customers to prioritize and document challenges, articulate tailored product solutions, and relay expectations back to customers.

• Enhance processes and workflows; engage in efforts to improve the services offered to our platform customers, including but not limited to configuration, product, and managed services enhancements for the ZeroFOX platform.

• Leverage knowledge of system architecture and its interconnected components to distinguish between common and critical system issues, escalating as necessary to higher support tiers.

• Communicate system requests, issues, enhancements, and improvements, effectively translating them to our cross-functional teams if required, and maintaining follow-through with customers.

• Utilize creative thinking to address customer challenges and elevate customer engagement over time.

• Manage configurations of the ZeroFOX platform.

• Serve as an escalation point for both our team and customers.

• Optimize configuration and support processes while ensuring high-quality support.

• Enhance efficiency and customer insights through systems, automation, and best practices.

• Collaborate closely with management and cross-functionally with Sales, Product, and Professional Services teams.

⛳️ Requirements

• Proven track record in platform support, technical support, or implementation, with experience in enterprise service support and SaaS offerings, typically acquired over 3-5 years.

• Familiarity with Software as a Service (SaaS) and/or technical support for software applications.

• Strong organizational and prioritization skills; capable of managing multiple customer initiatives simultaneously.

• Excellent client-facing communication skills, both written and verbal.

• Professional and impactful presentation abilities.

• Technical aptitude and skills (previous SaaS experience is advantageous).

• Systems thinking - understanding how to structure data and workflows effectively.

• Problem-solving skills - ability to view challenges from various perspectives and provide innovative solutions.

• Detail-oriented with an analytical approach.

• Experience with data and workflow analysis.

• Strong verbal and written communication capabilities.

• Ability to ask insightful questions to identify and troubleshoot the root causes of issues.

• Capacity to create mutually beneficial solutions with customers.

• Thought leadership - ability to perceive the broader context to guide customers toward enhanced solutions.

• Customer management - a solid track record of delighting customers.

• Empathy - recognizing various sides of a challenge and understanding their implications across the business.

• Exceptional organizational skills and time management.

• Proactive mindset - anticipating needs and focusing on solutions.

• Teamwork - recognizing the impact of one’s role and how to support the team effectively.

• Ownership of tasks - a desire and capability to take charge and see projects through to completion.

🏝️ Benefits

• Community-driven culture with employee events.

• A respectful and nurturing work environment where every opinion is valued, and everyone is encouraged to actively participate in the organizational culture.