Technical Support Engineer
Zafran Security
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Monitor the Technical Customer Support Queue: Manage the incoming support tickets and inquiries through our ticketing system, ensuring timely responses and resolutions that meet or exceed defined SLAs.
- Collaborate Cross-Functionally: Partner closely with R&D and Product to escalate and prioritize bugs, FRs, and UX improvements—acting as the customer advocate throughout.
- Customer Communication: Provide clear, consistent updates to customers on the progress of their requests, issues, and feedback.
- Build and Maintain Documentation: Create and continuously improve self-service resources, such as FAQs, how-to guides, and troubleshooting documents, to empower customers and reduce ticket volume.
- Track and Report Metrics: Own key support KPIs such as time-to-response, resolution rate, and customer satisfaction; identify patterns and opportunities for process improvement.
- Enable Customer Success: Assist in delivering training sessions, onboarding materials, and support for customer education initiatives.
- Optimize Support Processes: Identify bottlenecks in support workflows and drive solutions that improve speed, quality, and efficiency.
Requirements
- 3–5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment.
- Strong troubleshooting and problem-solving skills across web-based applications and integrations.
- Familiarity with REST APIs.
- Proficiency in networking concepts and protocols.
- Experience in browser dev tools.
- Proficiency in SQL.
- Proficient in empathetic communication, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences.
- Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence).
- Familiarity with Kibana is a plus.
- Scripting is a plus.
Benefits
- health insurance
- retirement plans
- paid time off
- flexible work arrangements
- professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingproblem-solvingREST APIsnetworking conceptsnetworking protocolsbrowser dev toolsSQLscripting
Soft skills
empathetic communicationcustomer advocacy