Technical Support Engineer

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

📋 Description

• Deliver clear and dependable guidance in both technical and non-technical language to assist customers in resolving reported issues and utilizing the platform effectively.

• Take full responsibility for customer concerns, encompassing initial troubleshooting, root-cause analysis, resolution, or escalation as necessary.

• Recognize and escalate high-priority issues that require immediate action.

• Establish strong relationships with backline engineers and collaborate on intricate issues.

• Meet or surpass customer expectations regarding the quality of responses, timeliness, and overall experience.

• Act as the primary contact for both internal and external stakeholders on customer escalations, ensuring prompt resolution.

• Gather information, replicate reported behaviors, and document customer-impacting bugs alongside the Engineering team.

• Develop process and troubleshooting documentation for the support knowledge base.

• Partner with client resources and stakeholders to assess data security risks and threats.

• Work with the broader CX team to establish processes, reporting, and metrics that highlight Support productivity and client satisfaction.

• Report directly to the Director of Support.

⛳️ Requirements

• 2+ years of experience in providing technical support for software solutions to customers.

• Strong technical background with practical experience in supporting and troubleshooting security and/or endpoint technologies.

• Quick learner with the ability to grasp new technologies swiftly.

• Familiarity with Salesforce, JIRA, and GitHub.

• Proven track record in managing both external and internal stakeholders.

• Experience with intricate endpoint DLP solutions.

• Capability to handle high-priority support requests effectively.

• Ability to collaborate closely with a development team to convey customer requirements.

• Demonstrated experience in meeting customer SLA expectations.

• Exceptional problem-solving and analytical skills, complemented by creative and logical thinking.

• Highly motivated and customer-focused, exhibiting strong empathy and dedication to customer needs.

• Ability to function as part of a global team.

• Capacity to remain calm, composed, and articulate when dealing with challenging customer situations.

• Excellent written and verbal communication skills.

• Strong problem-solving capabilities, particularly over the phone.

🏝️ Benefits

• Base salary ranging from $80K to $100K.

• Equity opportunities.

• Bonus plan available.

• Competitive market compensation with geographic adjustments.

• AI-assisted interview note-taking with advanced candidate notifications and opt-out options.