Technical Support Engineer

Overview

Technical Support Engineer to build and run a new Technical Support function, owning customer issue troubleshooting through resolution or escalation.

What you'll do

• Provide technical and non-technical guidance to help customers solve reported issues and use the platform properly.
• Own customer issues end-to-end, including troubleshooting, root cause identification, and resolution or escalation.
• Identify and escalate priority issues requiring immediate attention.
• Collaborate with backline engineers to solve complex issues.
• Serve as a point of contact for customer escalations and ensure issues are resolved expediently.
• Collect and document information, attempt reproduction, and report bugs impacting customers to Engineering.
• Create process and troubleshooting documentation for the knowledge base.

What you'll need

• 2+ years of experience providing technical support to customers for software solutions.
• Hands-on technical background supporting and troubleshooting security and/or endpoint technologies.
• Experience with Salesforce, JIRA, and GitHub.
• Experience working with complex endpoint DLP solutions.
• Experience meeting customer SLA expectations.
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical skills, including over the phone.

Details

• Work mode: US Remote.