Technical Support Engineer
Guardz
full-time
Posted on:
Location Type: Remote
Location: Florida • United States
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Tech Stack
About the role
- Resolve Customer Issues: Deliver fast and efficient support, addressing customer queries and resolving issues related to our platform.
- Bug Reporting: Identify, document, and report bugs, working closely with engineering to ensure timely resolutions.
- Cross-Functional Collaboration: Partner with Customer Success and Engineering teams to prioritize and resolve critical customer issues.
- Product Influence: Leverage customer feedback to drive product improvements and shape the platform's future.
- Quick Troubleshooting: Apply strong problem-solving skills to diagnose and resolve issues with minimal disruption.
- Proactive Communication: Keep customers informed and up-to-date throughout the entire support process.
- Solution Documentation: Create and maintain comprehensive, user-friendly documentation for common issues and solutions.
- Continuous Improvement: Gather feedback to inform and fuel ongoing enhancements to our products and services.
- Customer Onboarding and Training: Guide new users to quickly become proficient with our platform.
- Performance Monitoring: Proactively monitor system performance and customer usage to identify and address potential issues.
Requirements
- 3+ years in a technical support or customer-facing role (tier 2/tier 3), with hands-on experience troubleshooting and resolving technical issues across various technologies.
- Proficiency in SQL.
- Cloud expertise (e.g., Google Cloud, Grafana).
- Proven experience working with SentinelOne
- Strong knowledge of Incident Management processes.
- Basic understanding of cyber security, networking and operating systems.
- Experience with Intercom is an advantage.
- Coding skills (Python etc.) is an advantage.
- Exceptional multitasking and project management skills, with a proven ability to manage multiple projects in a fast-paced environment.
- Excellent communication skills, with the ability to explain complex technical concepts to diverse audiences including end-users, developers, and business stakeholders.
- Proven experience in creating and managing technical documentation.
- Ability to work independently as well as collaboratively within a team.
Benefits
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLPythonIncident ManagementTechnical SupportTroubleshootingCyber SecurityNetworkingOperating SystemsCloud ComputingTechnical Documentation
Soft Skills
Problem-SolvingProactive CommunicationMultitaskingProject ManagementCollaborationCustomer ServiceAdaptabilityAttention to DetailCritical ThinkingUser Training