Technical Support Engineer L1/L2 - Remote

Overview

The Technical Support Engineer L1/L2 will play a crucial role in enhancing customer satisfaction by resolving technical issues and ensuring a seamless experience with our AI Data Security platform.

In Short

• Provide reliable technical and non-technical directions to customers.
• Take ownership of customer issues and troubleshoot effectively.
• Identify and escalate priority issues.
• Collaborate with backline engineers to solve complex issues.
• Meet or exceed customer expectations on response quality.
• Serve as a point of contact on customer escalations.
• Document bugs and create troubleshooting documentation.
• Understand client data security risks.
• Collaborate to build support productivity metrics.

Requirements

• 5+ years of technical support experience.
• Deep knowledge in security or endpoint technologies.
• Quick learner of new technologies.
• Experience with Salesforce, JIRA, and Github.
• Proven stakeholder management skills.
• Experience with complex endpoint DLP solutions.
• Ability to manage high-priority requests.
• Experience meeting customer SLA expectations.
• Excellent problem-solving abilities.
• Strong customer empathy and communication skills.
• Ability to work in high-pressure global teams.

Benefits

• Work with cutting-edge AI data security technology.
• Collaborative work environment.
• Professional growth opportunities.
• Flexibility to work remotely.
• Diverse workplace culture.