The Team
Technical Support - Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
Job Summary
Join our team as a energetic Technical Support Engineer, driving customer success in the cybersecurity industry by addressing complex post-sales challenges. As a designated customer advocate, you will deliver tailored support, including weekly reviews, root cause analysis, and upgrade planning to enhance security posture.
You will leverage advanced methods and critical thinking to develop effective solutions and articulate intricate technical issues to diverse audiences. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance in high-pressure situations to ensure customers maintain a secure environment.
Key Responsibilities
Deliver expert-level technical assistance to top-tier customers, ensuring timely resolution of complex security issues through in-depth troubleshooting, configuration guidance, and best practice implementation.
Take complete ownership of support cases from initiation to resolution, including multi-vendor troubleshooting, fault isolation, and root cause analysis, while ensuring meticulous documentation and timely updates in the ticketing system.
Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility.