we are seeking an experienced and highly motivated Support Engineer to join our dynamic Support team. As a Support Engineer, you will play a critical role in ensuring the success of our customers by providing technical support and delivering solutions to issues raised by customers.
You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience.
Responsibilities:
Customer Support:
Provide high-quality technical support to customers via various channels (email, chat, phone).
Troubleshoot and resolve issues promptly and effectively.
Collaborate with customers to understand their needs and provide tailored solutions.
Technical Expertise:
Develop and maintain in-depth knowledge to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices.
Problem Resolution:
Analyze and diagnose technical issues reported by customers and provide timely resolutions.
Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
Document troubleshooting steps and solutions for internal and external knowledge bases.
Customer Advocacy:
Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
Continuous Improvement:
Contribute to the development of documentation to streamline support processes.
You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience.
Responsibilities:
Customer Support:
Provide high-quality technical support to customers via various channels (email, chat, phone).
Troubleshoot and resolve issues promptly and effectively.
Collaborate with customers to understand their needs and provide tailored solutions.
Technical Expertise:
Develop and maintain in-depth knowledge to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices.
Problem Resolution:
Analyze and diagnose technical issues reported by customers and provide timely resolutions.
Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
Document troubleshooting steps and solutions for internal and external knowledge bases.
Customer Advocacy:
Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
Continuous Improvement:
Contribute to the development of documentation to streamline support processes.
Requirements:
3-5 years of experience in a technical support role for SaaS security software
Experience working with Kubernetes environments
Experience working with APIs
Ability to thrive in a fast-paced environment and manage multiple priorities
Proven track record of delivering exceptional customer support
Knowledge of monitoring tools (e.g., New Relic) and logging solutions (e.g., Grafana) for issue identification and resolution
Experience using a support ticketing tool (e.g., Zendesk)
Bachelors degree in Computer Science, Information Technology, or a related field
Excellent communication and interpersonal skills
Fluent English, both written and spoken
Preferred Skills:
Knowledge of application security software (i.e. Secrets, SCA, SAST, etc.) and related technologies.
Knowledge of Git and its processes.
3-5 years of experience in a technical support role for SaaS security software
Experience working with Kubernetes environments
Experience working with APIs
Ability to thrive in a fast-paced environment and manage multiple priorities
Proven track record of delivering exceptional customer support
Knowledge of monitoring tools (e.g., New Relic) and logging solutions (e.g., Grafana) for issue identification and resolution
Experience using a support ticketing tool (e.g., Zendesk)
Bachelors degree in Computer Science, Information Technology, or a related field
Excellent communication and interpersonal skills
Fluent English, both written and spoken
Preferred Skills:
Knowledge of application security software (i.e. Secrets, SCA, SAST, etc.) and related technologies.
Knowledge of Git and its processes.
This position is open to all candidates.
