Sr. Technical Support Engineer
Customer Success - Remote - US
SafeBreach is seeking a Senior Technical Support Engineer to provide enterprise level support to our customers.
This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management.
This role will involve skill sets in managing customer tickets, reproducing issues, writing KBs, managing escalation and providing product feedback into development/product management.
Location - Eastern Time Zone or Central Time Zone - a Must
Act as the technical point of contact for SafeBreach Support
Set-up/create customer environments in Support lab
Replicate customer environments to troubleshoot and resolve problems, file defects etc
Manage high-profile escalations to resolution, working with internal and field personnel
Deliver product training to support staff and others as required
Resolve customer escalations and drive process/policy improvements through root cause analysis.
Build strong relationships with partner teams: engineering, technical operations, product management, and quality
Skills & Experience:
5+ years of experience supporting enterprise software products
At least 2 years of experience in supporting or deploying Cloud based Security SaaS solutions
Strong security infrastructure experience - Endpoint (AV/EDR), Firewalls, IDS/IPS, SSL/IPSec, vulnerability
management, DLP, MSSP, MITRE ATT&CK
Familiarity with installation, configuration and troubleshooting of applications on Windows and Linux operating
Strong understanding of cloud technology: AWS, Azure, GCP, and others
Exceptional written and oral communication skills
Willingness to be hands-on, both answering the phones and resolving tickets in the queue
Passionate about customer service and how it can transform businesses
A natural sense of urgency, initiative and a positive team player philosophy to be reflected in daily work ethics; strong
problem-solving skills and ability to handle multiple tasks under tight deadlines