Description
Technical Support Engineer – Innovator & Problem Solver
We're disruptors, innovators, and relentless problem-solvers. We protect data. Our Support team is a crew of passionate problem-solvers who thrive on innovation and never settle for the status quo.
With our recent transition to a SaaS platform, we're at a pivotal moment, and the opportunities have never been more significant. We need individuals who can hit the ground running, bring fresh perspectives, and help us navigate this exciting new chapter.
If you're ready to work with cutting-edge technology and be part of a team that values bold ideas and fearless collaboration, you've found your home. There's no better time to join us as we redefine what's possible in data protection.
Role Overview:
* Be the Game-Changer: Be part of a high-octane support team with vision, grit, and a relentless drive for excellence.
* Solve Complex Problems: Tackle issues head-on with creativity, tenacity, and a refusal to settle for anything less than excellence.
* Obsess Over Customers: Ensure their experience isn't just good, but legendary. Get inside their heads, anticipate their needs, go above and beyond, and make sure they know we've got their back, every step of the way.
* Collaborate Boldly: Collaborate within your team to find resolutions faster. Work closely with cross-functional teams (Product, Engineering, Customer Success, etc.) to ensure seamless communication and support.
* Innovate Relentlessly: Implement solutions that go beyond traditional technical support.
Requirements:
* Technically Proficient With 5+ years of experience in technical support, IT, or a related field, you know your stuff and aren't afraid to show it.
* Experience with SaaS Platforms
* Understanding of cloud architectures (e.g., AWS, Azure, GCP) and IAM solutions (e.g. Okta, Azure AD, or AWS IAM)
* Deep understanding of SaaS-specific security challenges, such as multi-tenancy, data segregation, and secure API management.
* Familiarity with firewalls, VPNs, IDS/IPS, and network protocols (TCP/IP, DNS, SSL/TLS).
* Experience in troubleshooting network-related issues in a SaaS environment
* Analytical Thinking
* Expertise in analyzing logs from various sources (firewalls, servers, applications) to identify complex technical issues.
* Strong initiative in identifying potential issues before they become critical, using ADX logs and Grafana dashboards.
* Ability to think critically and solve complex problems, often under pressure.
* Strong troubleshooting skills, with a focus on identifying not just the symptoms but the root cause of issues.
Game-Changer Qualities
* Effective Communicator Ability to document troubleshooting processes and findings clearly, ensuring that all steps are reproducible and understandable.
* Strong communication and interpersonal skills, with the ability to translate complex technical concepts into understandable terms for customers.
* Growth Oriented A strong desire to learn, adapt, and grow in a dynamic environment. Ability to think strategically and execute with excellence.
* Adaptability Ability to quickly adapt to new technologies, updates, and changes in the platform. Comfort with a fast-paced, dynamic work environment.
* Resilience Ability to handle high-pressure situations, especially during critical incidents, and remain calm and focused.
* CUSTOMER-CENTRIC MINDSET You get that customer success is the ultimate goal. You're committed to delivering exceptional experiences, no matter what it takes.
* Empathy & Patience Skill in managing customer concerns, especially during security incidents, with a focus on clear, calm, and effective communication.
* Natural Leader When you speak, people listen—and they follow. You lead through influence and inspire your peers with your expertise and drive.
* Time Management and Prioritization Strong organizational skills and the ability to manage time effectively, especially when dealing with multiple high-priority issues simultaneously.
* Battle-Tested Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). But your experience and mindset matter more than paper credentials.
Why You'll Love It Here
* Impact Be part of a team that is shaping the future of technology support.
* Culture of Innovation Be part of a team that values bold ideas, creativity, and collaboration. Here, your contributions aren't just welcomed—they're expected.
* Be Valued Your voice matters. We want your ideas, your challenges, and your unique perspective.
* Stay Ahead Work with the latest technology and be part of a company that's always pushing the envelope.
* Growth Opportunities for professional development and career advancement.