Senior Support Engineer - Remote

Overview

The browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web-based SaaS applications. At Seraphic, we are revolutionizing browser security. Our patent-pending technology offers unmatched protection against zero-day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage.

In Short

• Onboard new customers, ensuring smooth initial integration with our products.
• Provide comprehensive technical support, diagnosing and resolving customer issues efficiently.
• Configure and customize Seraphic products to meet specific client environment requirements.
• Collaborate closely with product and R&D teams to address technical challenges and suggest system improvements.
• Support sales teams by offering technical expertise during pre-sales processes.
• Develop and maintain technical documentation, including user guides and FAQs.

Requirements

• 4+ years of technical experience in Customer Support, Professional Services, Technical Support, or related technical customer-facing role in a cybersecurity company.
• Understanding of cybersecurity threats, vulnerabilities, and best practices - Experience with browser security is an advantage.
• Familiarity with common web protocols.
• Experience in diagnosing and resolving issues related to proxies and firewalls.
• Proven experience with deployment tools like: SCCM, Intune and JAMF.
• 3-5 years of system management experience across Windows, Linux, and macOS.
• Familiarity with ticketing systems like Jira and Zendesk.
• Ability to write clear and concise troubleshooting guides, FAQs, and process documents.
• Problem solving attitude and analytical thinking, self-motivation and dedication to solving customer problems based on understanding the true pain of the customer, and finding data-driven solutions.
• Great project management skills and able to communicate effectively with different stakeholder groups across a diverse set of industries, sizes, and experience level.
• Ability to multitask and prioritize several projects simultaneously.
• Self-motivated with dedication to understanding customer challenges.
• Exceptional written and verbal communication skills for both technical and non-technical audiences.

Benefits

• Seamless Access: Browse internal sites and private applications directly from your browser without a VPN or a remote desktop.
• Innovative Environment: Be part of a team leading the cybersecurity frontier shaping the modern solutions impacting billions of users.
• Challenging Technologies: Engage with a rich SaaS app, high-scale backend processing millions of requests, and a core networking solution, all with the highest level of security.
• Innovation and Leadership: Leverage our patented technology and leadership recognition, such as Frost & Sullivan's 2024 Enabling Technology Leadership Award for Global Zero Trust Browser Security.
• Collaboration and Team: Work with industry experts in a collaborative environment to solve complex problems.