Remote Support/Delivery Engineer

Overview

The ideal Remote Support/Delivery Engineer is an articulate and experienced technical specialist who understands the challenges organizations face when implementing and integrating cloud technologies with existing on-premise or hosted application servers. This role requires technical depth, a customer-first mentality, and the initiative to own and resolve customer issues.

In Short

• Serve as the primary point of contact for all support-related issues for Orchid Security customers.
• Take full ownership of customer issues, from initial troubleshooting to root cause identification and final resolution.
• Exceed customer expectations in response quality, timeliness, and overall experience.
• Provide clear, reliable guidance to help customers deploy, integrate, and maintain the Orchid solution.
• Document and report product bugs to Engineering based on customer-impacting issues.
• Maintain and contribute to the support knowledge base.
• Keep abreast of emerging technologies and best practices in IGA, IDP, IAM, and PAM technologies.
• Advocate for customers by ensuring timely problem resolution.
• Think creatively to improve processes and develop innovative ways to provide exceptional customer support.
• 5+ years of customer support or related customer-facing role experience.

Requirements

• BA/BS/MS in Computer Science, Management Information Systems, or related discipline.
• Prior experience providing support to large enterprise customers.
• Cross-platform OS knowledge: Mac OS X, Linux, and Windows.
• Excellent relationship management and communication skills.
• Ability to work independently and as part of a team.
• Experience documenting customer issues via SFDC or a similar CRM ticketing system.
• Experience translating customer issues into engineering-centric reports via JIRA.
• Broad knowledge of fundamental information security concepts.
• Experience with REST APIs and ability to write basic scripts.
• Experience troubleshooting Web apps and understanding web app authentication.

Benefits

• Opportunity to work in a dynamic, fast-growing environment.
• Continuous learning and professional development.
• Collaborative culture fostering knowledge sharing.
• Ability to influence and improve customer support processes.
• Work remotely from anywhere in the USA.