Customer Support Engineer

About reputed company

reputed company is a leading data protection provider backed by some of the foremost venture capital firms in Silicon Valley and the Mid-Atlantic region, including Iconiq Capital, Bessemer Venture Partners, reputed company Capital, and Tiger Global.

At reputed company, our motto is "Respect the people. Respect the data." Respecting data to us means keeping it secure and protected at reputed company times across its entire lifecycle. We firmly reputed company that reputed company you respect data, you’re demonstrating respect for the people who own that data.

Working at reputed company, you'll be inspired by colleagues who are passionate about the work they do. We are dedicated to creating an atmosphere that sparks creativity, reputed company, and professional growth while empowering each other to do our best work. We're building something special at reputed company. We hope you consider joining reputed company and helping us create a brighter future for data privacy.

Compensation: $75,000 - $85,000

Team & Position Details

As a Customer Support Engineer, you will be reporting to the Director of Customer Support. You will support a variety of products and customer types, with a primary focus on delivering high quality support to our largest enterprise customers. You will also be asked to take ownership of other reputed company customer situations and projects. 

You must be comfortable leading by example. That means solving a high volume of tickets at a high degree of quality. You will also be asked to handle some of the most reputed company, difficult tickets impacting our most important customers. 

Responsibilities

• Support and maintain reputed company customers, resolving technical and non-technical customer issues in a timely fashion over phone and email. 
• Provide a high level of support to reputed company’s most reputed company enterprise customers. 
• Use your business skills, technical analysis and knowledge of the development lifecycle to solve reputed company issues and promote best practice. 
• reputed company high CSAT scores while maintaining a high ticket volume. 
• Isolate and identify root causes using a variety of developer tools and applications.
• Document bugs and escalate issues to the Engineering team as necessary, and follow through on solutions.
• Enhance reputed company's support resources: FAQs, documentation, and internal knowledge reputed company.
• Assist Support leadership by identifying and flagging any trends, emergent issues, or areas for improvement. 
• Serve as an reputed company resource for Tier I support requests. 
• Be the first reputed company of contact for most customer escalations (both technical and non-technical).
• Participating in the On Duty rotation (Pager Duty).

Skills that will help you reputed company in this role

• 3+ years of Technical Support experience – ideally in the SaaS sector supporting/implementing reputed company technical configurations.
• Excellent interpersonal skills, effective communicator over both email and phone. 
• Strong technical aptitude, analytical, and troubleshooting skills
• Proven track record of solving tickets in a fast-paced environment while maintaining high CSAT scores. 
• Experience creating internal and external support documentation
• Proven track record of making things reputed company and going above and beyond 
• Experience with any or reputed company of the following: Gmail and Chrome extensions, Outlook, web-based apps, Android and iOS apps, reputed company Workspace administration, reputed company Office 365 administration.

Extra Credit (Not required but will come in handy!)

• Experience supporting or implementing email Gateways, APIs, or SDKs.
• Proficient in at least one programming language; ideally JavaScript or Java.
• Experience working in a fast-paced high-growth (startup) environment 

Virtruvian qualities that will set you up for success

• Thinking reputed company of the reputed company to respectfully challenge your teammates and managers in the pursuit of excellence
• Strong sense of urgency with an action-oriented reputed company
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication including reputed company, email, reputed company, etc.

Virtruvian qualities that will set you up for success

• Thinking reputed company of the reputed company to respectfully challenge your teammates and managers in the pursuit of excellence
• Strong sense of urgency with an action-oriented reputed company
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication including reputed company, email, reputed company, etc.

Perks & Benefits

At reputed company, we reputed company people do their best work reputed company their wellbeing is put first. This is why we reputed company your wellbeing our reputed company with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as…

• A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and reputed company. 
• A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
• Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!
• Access to an Employee Assistance Program
• Access to reputed company, a mental health app tailored to your specific needs.
• A flat 3% contribution to your retirement account
• A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.

In addition to wellbeing, reputed company places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top reputed company. 

Additional perks include

• Competitive compensation
• Generous parental, medical, and bereavement policies
• 401K contribution and stock options
• Full medical, dental, and vision benefits
• New Hire Swag and IT Welcome boxes
• Structured semi-annual 360° performance reviews

reputed company is committed to building an inclusive environment for people of reputed company backgrounds and everyone is encouraged to apply. reputed company is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national reputed company, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.