The successful Customer Support Engineer will have a very strong technical foundation enhanced by a clear devotion to serving and satisfying customers. This position is a core member of the worldwide Customer Engineering Org, which is tasked with customer delivery, including triage and support of customer cases. Team members also work closely with each other and cross-functionally.
Compensation: $110k-$140k base + ISOs
Logistics: This is a remote role anywhere in the US
Here's what you'll be doing:
-Engage with customers via multiple channels (ticketing system, live chat, and screen-sharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the platform.
-Conduct basic training of the Kibana-based UI to customers, including end-user and admin features as appropriate.
-Work well individually, as well as in teams that may include members from Sales and Engineering, in addition to Customer Engineering colleagues.
-Participate in product conversations with internal teams based on feedback from client interactions.
-Experience in security, operations, project or account management, and system administration.
And what you need to have:
-2+ years of experience in a technical, customer-facing, problem-solving role.
-2+ years as an L1 Technical Support Engineer, Linux System Administrator, NOC Engineer, DevOps Engineer, and/or Developer of applications on clustered Linux servers.
-Experienced in multi-channel technical support at a SaaS or Cybersecurity company.
-Good Linux knowledge, including networking, performance, and security domains.
-Excellent time management skills and a strong sense of urgency.
-Security domain knowledge.
-BS/MS Computer Science or related engineering discipline
-Experience working in different server environments, e.g. virtual machines, AWS environment, physical servers.