Technical Support Engineer
(Tier 2)

Job Description

We are looking for a full-time, remote Technical Support Engineer with 2+ years of software support experience to join our U.S. client’s customer support team. In this role, you will provide daily technical support, assisting customers in resolving their software and compliance-related issues. You will work closely with the Sales, Customer Success, Engineering, and Product teams, and you will have access to tool subscriptions, such as Enterprise ChatGPT, Grammarly, and GitHub Copilot (if required) to deliver exceptional support.

Our client makes trust-building in business relationships effortless. With greater trust comes greater business growth. At their core, our client takes the drudgery out of compliance by automating critical compliance activities and bringing joy into a traditionally drab space. The client’s software platform allows companies to quickly and cost-effectively adopt formal security and privacy programs, measure the efficacy of those programs against compliance standards, and share program achievements with customers via AI to answer security questionnaires. As a result, compliance becomes habitual, simple to understand and implement, and continuously verifiable, allowing businesses to gain transparency into their compliance status.

Responsibilities

  • Drive resolution of customer issues, act as a customer advocate, and maintain happy and satisfied customers
  • Follow the client's customer support process and meet established service level agreements (SLAs)
  • Triage support requests by conducting a first-level investigation of technical product issues
  • Provide continuous and timely updates on issue resolution status to customers and key internal stakeholders
  • Engage with the Engineering team to ensure timely resolution of customer issues according to SLAs and escalate when necessary to meet those goals

Experience

Required

  • Excellent written and verbal English communication skills
  • University degree with a major in Computer Science, Engineering, or a related technical field
  • 2+ years of customer support experience for a commercial software product
  • Passion for providing technical support to a customer and helping them gain success using client products
  • Demonstrated ability to investigate and troubleshoot product issues by reproducing the problem, examining application logs, and reviewing debug messages and stack traces
  • Strong problem-solving capabilities in a Software-as-a-Service (SaaS) application environment
  • First point of customer contact and an ability to act independently as well as a willingness to involve a manager and others when in need of assistance
  • A quick learner who is inquisitive about new products and features
  • Career-minded and willing to take on the responsibilities of learning new software development languages and tools while still maintaining an exceptionally high standard of support delivery
  • Trustworthy, team-oriented, and transparent

Desired

  • Demonstrated capabilities using the Chrome Browser Development Toolset when appropriate to solve specific problems degree in computer sciences/engineering or related field
  • Experience with Atlassian/Jira
  • Experience with Linux commands and networking with be a big advantage
  • Other experiences that will help the candidate stand out are working with REST APIs (in Postman); JavaScript basics (any programming language); basic SQL commands; log aggregation and monitoring tools, such as DataDog; and project management tools, such as Jira

Additional Info

  • Knowing your ideas are heard and matter – think big!
  • You get to own your job and be recognized for your contributions
  • Work with smart and creative people
  • Making mistakes is human. Let’s learn from them. Be transparent!
  • We recognize you as an individual – no presumptions or judgment. Be the extraordinary you!
  • 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
  • Start: ASAP

Core Client Values

The clients values are threaded into the very fabric of their culture.

  • Trust: Strive to continuously earn the trust of the team, customers, investors, and all other stakeholders proving dependability.
  • Health: Diligently care for the health of the business, but never prioritize it over the mental and physical health of the team.
  • Respect: Passionately be respectful and courteous. There's no excuse for being a jerk.
  • Evidence-Based Decisions: Strategy and operations are driven by evidence, which is collected from the customers, product, team, and partners.
  • Accountability: Fanatically provide transparency and accountable for everything the team does.
  • Diversity: Work hard to nurture a team that is diverse in identity, belief, background, thought, and experience. Diversity makes the team stronger.

The client celebrates diversity. Joyfully building a product that everyone loves requires a team with different perspectives, experiences, and backgrounds. It is why they are committed to bringing people onboard from diverse backgrounds, races, religions, national origins, gender identities, sexual orientations, gender identities, ages, disabilities, or veteran statuses.

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