Full-Time Security Support Engineer

• Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
• Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.
• Document all technical inquiries and develop content for knowledge sharing via case updates and KCS.
• Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.

• At least 5 years’ experience in Technical Support or a similar position in a software company.
• 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role
• Capable of understanding and communicating technical aspects of a complex system to provide work-class customer service.
• Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.
• Experience of directly supporting enterprise-level customers.
• Ability and desire to learn products and technologies.
• Must be able to work independently as part of a domestic and international team.
• Excellent time management, decision making, prioritization and organization skills.
• Thorough knowledge of Microsoft Windows operating system and server platforms
• Participate in on-call rotation to provide 24/7 support for the customers

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