Support Engineer
Warp
Associate Technical Support Engineer – Eastern or Pacific Time
Canary Red
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $73,500 - $105,000 per year
Job Level
JuniorMid-Level
Tech Stack
DNSLinuxMacOSTCP/IP
About the role
- Being on the front lines of our support team, ensuring every customer inquiry is properly reviewed and handled with care. You'll use our established triage process to identify, categorize, and resolve less complex issues
- Collaborating with other TSEs and teams by accurately escalating and assigning high-priority or more complex tickets, ensuring every issue reaches the right expert
- Striving to educate customers in ticket responses to ensure that they are getting the most out of our products
- Joining calls with customers independently to gather information, walk through issues, and connect with customer
- Communicating with customers clearly, concisely, and professionally in both written and verbal communications, while also maintaining case hygiene
Requirements
- 2+ years in a technical facing role, troubleshooting and resolving technical issues with a wide range of technologies
- Troubleshooting experience in the following areas:
- Windows, macOS, and Linux environments
- Networking (TCP/IP, DNS, Wireshark, SSL)
- Third-party security agents, EDR preferred
- Strong written and verbal communication skills with proven ability to initiate and manage relationships via email and phone
- An understanding of how to prioritize and escalate customer issues to the appropriate internal team
- A positive attitude and bias for action. If you see something that may negatively impact the customer experience or team processes, you dive right in, isolate the issue, and ensure we do whatever it takes to eliminate it
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingWindowsmacOSLinuxnetworkingTCP/IPDNSWiresharkSSLEDR
Soft skills
communicationrelationship managementprioritizationescalationproblem-solvingcustomer servicecollaborationpositive attitudebias for actioncase hygiene
