Technical Support Engineer L1/L2

About Jobgether

Jobgether is a platform that connects job seekers with opportunities, focusing on enhancing customer satisfaction through technical support.

Job Summary

We are currently looking for a Technical Support Engineer L1/L2. In this role, you will have the opportunity to make a significant impact on customer satisfaction by resolving technical issues and ensuring a seamless experience with our platform.

Key Responsibilities

• Provide well-thought out and reliable directions in technical and non-technical terms, to help customers solve reported issues.
• Take ownership of customer issues, including troubleshooting and issue resolution or escalation.
• Identify and escalate priority issues that need immediate attention.
• Build an excellent rapport with backline engineers and collaborate on solving complex issues.
• Meet or exceed customer expectations on response quality and overall experience.
• Serve as internal and external point of contact on customer escalations.
• Collect information, attempt to reproduce reported behavior, and document bugs.
• Create process and troubleshooting documentation to enhance support knowledge base.
• Work with client resources to understand their data security risks and threats.
• Collaborate with customer experience to build processes and metrics that showcase support productivity.

Requirements

• 5+ years of experience in providing technical support for software solutions.
• Deep technical background in supporting and troubleshooting security or endpoint technologies.
• Ability to quickly learn new technologies.
• Experience with Salesforce, JIRA, and Github.
• Proven experience managing external and internal stakeholders.
• Experience working with complex endpoint DLP solutions.
• Ability to manage high-priority support requests.
• Proven experience meeting customer SLA expectations.
• Excellent problem-solving and analytical abilities.
• Strong customer empathy and focus, with excellent communication skills.
• Ability to work as part of a global team in high-pressure situations.

Benefits

• Opportunity to work with cutting-edge AI data security technology.
• Collaborative and dynamic work environment.
• Professional growth and learning opportunities.
• Flexibility to work remotely.
• Diverse and inclusive workplace culture.