Product Support Engineer

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

📋 Description

• Offer technical assistance to enterprise clients through email, phone, and chat.

• Diagnose customer issues and deliver effective solutions and advice.

• Comprehend product integrations with client systems.

• Work closely with development and QA teams to escalate and resolve critical customer challenges.

• Record customer interactions, technical solutions, and best practices.

• Provide customer feedback and insights for product enhancements.

• Operate independently while adhering to established SLAs and performance metrics.

⛳️ Requirements

• Over 5 years of practical experience in support roles directly engaging with enterprise customers.

• More than 5 years of expertise in troubleshooting methodologies and problem-solving.

• At least 3 years of experience in a startup setting.

• Extensive knowledge of network and security devices, including Okta, Zscaler, and SIEM.

• Proficiency in Windows, Mac, and Linux operating systems.

• Strong debugging capabilities for Windows applications.

• Solid understanding of the HTTP protocol.

• Over 5 years of experience in installing virtual machines and configuring IT environments.

• More than 5 years of experience with support methodologies and tools such as Confluence, Salesforce, and Jira.

• At least 3 years of experience with logging systems like Coralogix and Sentry.

• Willingness to work off-hours as necessary.

• A Bachelor's degree in Computer Science, Engineering, or a related field is a plus.

🏝️ Benefits

• Ability to work remotely.

• Flexibility to take on additional responsibilities.

• Opportunity to collaborate with a small, highly skilled team.