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Mid LevelFull-timeAWSGitAI
Salary Range
$20,400 - $27,600 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Engineer to join our team. This role focuses on resolving technical issues for customers using our AI Data Security platform and ensuring a seamless customer experience. You will collaborate with engineers and help clients mitigate data loss threats.
Key Responsibilities
- →Provide technical and non-technical directions to help customers solve reported issues
- →Take ownership of customer issues including troubleshooting and resolution or escalation
- →Identify and escalate priority issues needing immediate attention
- →Build rapport with backline engineers and collaborate on solving complex issues
- →Meet or exceed customer expectations on response quality and experience
- →Serve as point of contact on customer escalations
- →Collect information, reproduce reported behavior, and document bugs
- →Create process and troubleshooting documentation for support knowledge base
- →Work with clients to understand their data security risks and threats
- →Collaborate with customer experience to build processes and metrics
Requirements
- ✓5+ years experience providing technical support for software solutions
- ✓Deep technical background supporting and troubleshooting security or endpoint technologies
- ✓Ability to quickly learn new technologies
- ✓Experience with Salesforce, JIRA, and Github
- ✓Proven experience managing external and internal stakeholders
- ✓Experience working with complex endpoint DLP solutions
- ✓Ability to manage high-priority support requests
- ✓Proven experience meeting customer SLA expectations
- ✓Excellent problem-solving and analytical abilities
- ✓Strong customer empathy and focus with excellent communication skills
- ✓Ability to work as part of a global team in high-pressure situations
Benefits
- ★Opportunity to work with cutting-edge AI data security technology
- ★Collaborative and dynamic work environment
- ★Professional growth and learning opportunities
- ★Flexibility to work remotely
- ★Diverse and inclusive workplace culture
