About the Job:
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The company is committed to creating a safer world through our cybersecurity SaaS portfolio. We foster a culture of flexibility, trust, and continual learning, recognizing your growth and the impact you make on our success. As a Technical Support Engineer, you will be surrounded by a team that challenges, supports, and inspires you to be the best version of yourself.
Responsibilities:
- Manage customer communication and expectations.
- Provide phone, email, and chat support to assigned accounts.
- Troubleshoot and debug customer problems.
- Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
- Transition product issues to Engineering and product enhancements to Product Management, tracking status to the customer regularly.
- Escalate critical issues and roadblocks to the Technical Support Manager.
- Participate in the on-call rotation for the assigned product team.
Qualifications:
- Bachelor’s degree preferred in a related technical field.
- 5 years in enterprise software customer support and/or IT-related support.
- Proficient knowledge of Windows-based Desktop and Server OS.
- Proficient knowledge of Mac OS (preferred).
- Strong dedication to customer care.
- Strong team interaction skills.
- Excellent verbal and written communication skills, in person, by telephone, and with large teams.
- Ability to understand and analyze customer technical needs.
- Experience collaborating with Pre-Sales Technical Engineers, Product Management, Development, Technical Support, and Sales teams.
Knowledge Required:
- Active Directory and GPON
- Network Topology/Layers
- Networking Tools and Utilities
- AV/Firewall Rules and Policies
- Secure “machine to machine” communications
- Virtualization
- Windows Account Administration
- Security software
- DNS
Diversity and Inclusion:
The company values diversity and inclusion, believing in the strength of varied backgrounds within our teams. We take care of our employees so that they can take care of our customers, who come from all walks of life.
About Us:
The company is a global leader in identity security, protecting Paths to Privilege™. We empower organizations with effective solutions to manage the entire identity attack surface, preventing breaches and creating a superior customer experience. We proudly serve over 20,000 customers, including 75 of the Fortune 100.
For more information, visit our website.
