L2 Technical Support Engineer
Location: 100% Remote withinthe East Coast of the US
Salary Range: Up to $160k
Benefits: Equity
I am working with a Pre-IPO High Growth CyberSecurity start up with a strong market positioning and an utterly unique product. They are expanding their post sales team in the US supporting Enterprise customers with a focus on East Coast customers.
There is a small and close knit post-sales team in the US already and due to the amount of customers they have in the region, they need more support. They have a very collaborative team and their team has a strong balance of people who are nice and people who are ambitious.
This is a role with great career progression and a good ability to wear a lot of hats and learn new things.
Responsibilitys:
- Responsible for triaging & responding to, investigating and resolution of customer support tickets within SLAs
- Responsible for troubleshooting customer queries
- Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Customers.
- Effectively document investigative steps and analysis to escalate technical issues to the Product and Engineering team (Tier 3).
- Escalate incident tickets through the appropriate channels and hold those escalated to accountable for responding in accordance with SLAs.
- Proactive ownership and management of allocated tickets via support platforms.
- Provide prompt, professional, and accurate communication with customers, vendors, and colleagues to bring a fantastic experience - ability to explain what happened and why, whilst proposing solutions and securing sponsorship to implement them.
- Interface with colleagues to ensure completeness and relevance to customer requirements.
- Prioritize and manage multiple open tickets at one time.
- Share valuable knowledge with Support colleagues.
- Provide input towards general process improvement.
- Investigate any identified issues with the implementation and then proactively drive resolution.
- Participate in critical (P1) incident DDA / RCA by providing root cause analysis and identifying corrective actions as well as contributing to preventative measures.
- When required, assist with testing of the platform configurations and provide accurate feedback on test outcomes.
- Maintain up to date product knowledge and awareness of new features.
What we are looking for:
- 5+ years' in a technical, customer facing role
- Experience as a L2 Technical Support Engineer, Linux System Administrator or DevOps Engineer
- Strong Linux experience and knowledge
- Strong experience with scripting and databases
- Experience working with CyberSecurity technologies
What's in it for you:
- A great opportunity to work in a high growth Cyber vendor
- Good career progression
- Working alongside Ambitious and Collaborative team
- Working with strong technologies
- An ability to wear a lot of hats and learn a lot
- A competitive salary and flexible remote working