Senior Pre-Sale Support Engineer

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

📋 Description

• Take ownership of technical issues that arise during Proof of Concept (POC) engagements, effectively resolving cases from customers and Account Teams to enhance win rates.

• Confirm the information necessary for thorough investigations and deliver frequent, meaningful, and high-quality updates on tickets.

• Address escalations promptly and initiate transitions for continuous support coverage across time zones.

• Function as a Subject Matter Expert across various product stacks, offering best-practice advice, troubleshooting assistance, and support for intricate Cloud, Kubernetes, Identity, and Prompt Security setups.

• Act as the main technical liaison for Sales Engineers and Account Directors, providing a rapid escalation channel and participating in prospect calls.

• Work collaboratively with Product Management, Engineering, and external partners to facilitate resolutions.

• Create internal technical documentation, provide consultation on complex cases, and disseminate practical product knowledge through the knowledge base to empower and enhance support teams.

⛳️ Requirements

• Candidates must be located on the U.S. East Coast.

• Extensive technical expertise across products, operating systems, and cybersecurity.

• A self-sufficient approach and a strong sense of resourcefulness.

• Proficient time management abilities and outstanding execution skills.

• Capability to manage multiple simultaneous cases to resolution under pressure.

• Exceptional interpersonal skills with proven collaboration across sales, engineering, product, and third-party stakeholders.

• A strong performance history relating to CSAT, time-to-resolution (TTR), escalation percentages to management, productivity, and Jira quality (≤5% unjustified).

• A demonstrated commitment to knowledge sharing, including contributions to internal knowledge bases and the empowerment of other teams.

🏝️ Benefits

• Restricted Stock Units (RSUs)

• Employee Stock Purchase Plan (ESPP)

• Flexible time off

• Paid company holidays and paid sick leave

• Gender-neutral parental leave

• Grandparent leave

• Medical, dental, and vision insurance

• 401(k) retirement plan with company matching

• Life and disability insurance

• Health and dependent care FSA

• Optional benefits (hospital, accident, critical illness)

• Employee Assistance Program (EAP)

• ARAG pre-paid legal services

• Nationwide pet insurance

• Cancer Care program

• Global business travel medical insurance

• Home office allowance

• Mobile phone reimbursement

• Wellness coach

• Wellness/gym reimbursement

• Fertility coverage

• Adoption and surrogacy reimbursement