Summary:

The Technical Support Engineer plays a pivotal role in ensuring the seamless operation of our company's customer-facing assets. In this position, you will be at the forefront of addressing and resolving technical issues while upholding a gold standard of customer service. You will collaborate closely with our Engineering teams and Customer Success Representatives, driving towards our key objective: best-in-class customer support. This role reports directly to the Senior Engineering Manager - Global Technical Support Engineering.

Location: PST Time Zone,

Core Hours: 9am - 5pm PST

Essential Functions

• Collaborate with the Engineering teams to identify, implement, and communicate technical solutions.
• Oversee and manage our ticketing system, from issue inception to resolution, ensuring timely and effective communication with customers.
• Act as the first line of defense, delivering live technical support, addressing issues with a customer-first mindset.
• Aid in the virtual installation, troubleshooting, and maintenance of customer IT systems and equipment.
• Contribute to the formulation and ongoing refinement of support policies and procedures.
• Provide customer support during Pacific Time Zone core business hours.
• Regularly review and suggest improvements for the self-service knowledge base.
• Attend regular training sessions and participate in product-focused workshops to enhance technical knowledge.

Competencies

• Keen attention to detail.
• Excellent organizational and analytical aptitudes.
• Outstanding verbal and written communication capabilities.
• Time management skills, ensuring prompt responses and effective multitasking.
• Empathy and patience, essential for understanding and addressing customer concerns.
• Ability to thrive in a team environment, fostering collaboration with cross-functional units.
• Proactive mindset, with a flair for identifying challenges and initiating innovative solutions.
• Problem-solving mindset, with an ability to troubleshoot complex technical issues effectively.

Required Education/Experience

• Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
• 3-5 years in an IT support, Infosec, or operations capacity.
• Demonstrable proficiency in administering Linux environments.
• Experience with cloud platforms, such as AWS is a plus.
• Knowledge of cybersecurity principles and best practices.
• Certification in relevant IT disciplines or technologies can be an advantage.
• Solid comprehension of IT systems, networking concepts, and containers (Docker primarily).
• Familiarity with data-analytics tools like Datadog, Elasticsearch, and AWS Quicksight is a plus.

Work authorization/security clearance requirements

• Must be able to work in the United States
• Must pass a criminal background check
• A security clearance is a plus

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.