Customer Support Engineer - Remote

Overview

As a Customer Support Engineer at Virtru, you will be responsible for supporting a variety of products and customer types, with a primary focus on delivering high-quality support to enterprise customers. You will lead by example by resolving a high volume of tickets and addressing complex customer situations.

In Short

• Support and maintain Virtru customers, resolving technical and non-technical issues.
• Provide high-level support to complex enterprise customers.
• Utilize business skills and technical knowledge to solve issues.
• Achieve high CSAT scores while managing ticket volume.
• Document bugs and escalate issues to the Engineering team.
• Enhance support resources like FAQs and documentation.
• Identify trends or areas for improvement in support.
• Serve as an overflow resource for Tier I support requests.
• Participate in On Duty rotation (Pager Duty).
• Be the first point of contact for customer escalations.

Requirements

• 3+ years of Technical Support experience in SaaS.
• Excellent interpersonal and communication skills.
• Strong technical aptitude and troubleshooting skills.
• Proven track record of solving tickets with high CSAT scores.
• Experience creating support documentation.
• Experience with Gmail, Chrome extensions, and Google Workspace.

Benefits

• Flexible PTO policy and 14 holidays.
• $1,500 annual Learning & Development Stipend.
• Company-sponsored team celebrations.
• Access to Employee Assistance Program.
• Access to Headspace mental health app.
• 3% contribution to retirement account.
• High degree of flexibility for personal needs.
• Generous parental, medical, and bereavement policies.
• 401K contribution and stock options.
• Full medical, dental, and vision benefits.