Technical Support Specialist

About Our Client

The mission of the hiring company is to secure the internet and protect consumer data. They believe that security should be monitored and verified continuously and empower companies to practice better security and prove it with ease. The team is composed of kind and talented individuals, many of whom have succeeded in their roles without prior security experience.

About The Role

As a Technical Support Specialist, the individual will assist customers by addressing their technical support requests. Close collaboration with other members of the Support and Engineering teams is essential to ensure the delivery of a superior customer experience while adhering to service SLAs.

The goal is to provide best-in-class Technical Support to customers. The mission of the team is to consistently deliver comprehensive technical, product, and compliance solutions throughout the security journey while prioritizing and enhancing customer education. Building strong partnerships with customers through trust and transparency is a priority; therefore, the Technical Support Metrics

What you’ll do as a Technical Support Specialist

– Provide technical support to customers through various channels (email, screen sharing, and chat), ensuring timely responses and resolutions to inquiries within established SLAs.

– Master the product, learning the ins, outs, workarounds, and important considerations.

– Explain complex solutions in simplified terms to customers, while documenting solutions for scalability.

– Problem-solve and troubleshoot for customers in a repeatable manner, using Support CRM to track and identify trends.

– Create reproducible test cases for the Product team and provide feedback to enhance the product.

– Escalate bug reports for validation and actively participate in product fixes.

– Proactively contribute to internal and external documentation, knowledge base, processes, and team efficiency.

– Actively participate in daily team troubleshooting sessions, weekly team meetings, and huddles.

How to be successful in this role

– 4+ years of technical customer support experience in a SaaS/Tech environment.

– Must be located in the United States.

– Thrive in a collaborative environment, actively participating in team meetings such as troubleshooting sessions and team huddles.

– Excellent troubleshooting skills, particularly with cloud providers such as AWS, Azure, or GCP (monitors, load balancers, tags, etc.).

– Working knowledge and understanding of APIs and Networking.

– Experience troubleshooting with Datadog or similar log management tools is preferred.

– Ideally, have experience using databases.

– Possess a deep sense of empathy for customers and team members.

– Able to support an 8 AM-5 PM CST schedule, with rotational on-call responsibilities and support needed during weekends and holidays at times.

What you can expect

– Industry-competitive compensation.

– 100% covered medical, dental, and vision benefits with dependents coverage.

– 16 weeks fully-paid parental leave for all new parents.

– Health & wellness and remote workplace stipends.

– Family planning benefits.

– 401(k) matching.

– Flexible work hours and location.

– Open PTO policy.

– 11 paid holidays in the US.

– Offices in various cities including SF, NYC, Dublin, and Sydney.

Compensation

$107K – $126K • Offers Equity •

This role is also eligible for medical benefits, 401(k) plan, and other perk programs.