Technical Support

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

📋 Description

• Take ownership of customer concerns, which includes initial troubleshooting, determining root causes, and resolving or escalating issues.

• Identify and elevate priority matters that require immediate attention.

• Meet or surpass customer expectations regarding response quality, timeliness, and overall experience.

• Act as the primary internal and external contact for customer escalations.

• Ensure that customer issues are resolved as quickly as possible.

• Gather information and log bugs with Senior Technical Support Engineers and/or Engineering for product issues that impact customers.

• Create documentation for processes or troubleshooting to enhance the knowledge base.

• Develop improvements to processes and innovative ways to delight customers.

⛳️ Requirements

• A minimum of 3 years in customer support, technical support, system administration, or a similar customer-facing role.

• Proficient in the Windows environment, including Windows Service and Workstation, with skills in troubleshooting and diagnosing low-level operating systems and network issues.

• A strong passion for resolving customer issues and advocating for their success in a fast-paced, highly technical setting.

• Ability to quickly learn new technologies.

• Exceptional relationship management, customer service, and communication skills across various formats (written, live chat, conference calls, in-person).

• Capability to work independently with minimal supervision and collaboratively as part of a team.

• Excellent analytical and organizational skills.

• Ability to maintain composure and articulate clearly when handling challenging customer situations.

• Demonstrated experience using AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency, and drive business results.

• Experience in supporting kernel-level security solutions.

• Familiarity with supporting hybrid environments.

• Experience in supporting security applications such as antivirus, VPN, firewall, and proxy.

• Proficiency in Linux troubleshooting.

• Experience with Splunk.

• Experience in troubleshooting both Windows and Mac systems.

🏝️ Benefits

• Leader in market compensation and equity awards.

• Comprehensive wellness programs focusing on both physical and mental health.

• Competitive vacation and holiday policies for relaxation and recharging.

• Paid parental and adoption leave.

• Opportunities for professional development for all employees, regardless of their level or role.

• Employee Networks, geographic neighborhood groups, and volunteer opportunities to foster connections.

• A vibrant office culture with world-class amenities.

• Eligibility for bonuses.

• Equity grants.

• Health insurance.

• 401(k) plan.

• Paid time off.