Product Support Engineer

We're a team of hungry, high-character professionals from all backgrounds who came together to reinvent work for the modern enterprise. And we're always looking for world-class human beings (not resumes) to join the movement.

In this role, you will have the opportunity to work with a small, but highly skilled and talented team. You will have the freedom to self-promote and take on additional responsibilities as you see fit. This is a great opportunity for someone who is looking to make a big impact in a dynamic and fast-paced environment.

We are looking for engineers whose customer obsession is in their DNA and who possess a strong eagerness to learn, evolve and become experts in our cutting-edge technologies.

Responsibilities:

• Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels (email, phone, chat).
• Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance.
• Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical customer issues promptly.
• Document customer interactions, technical solutions, and best practices to create an organized knowledge base for both internal and external use.
• Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.
• Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.
• Ability to work off-hours when needed.

• 5+ years of hands-on experience in support roles, working directly with enterprise customers.
• 5+ years of proven experience in troubleshooting methodologies and problem-solving skills.
• 3+ years of working in a startup environment and the ability to thrive in a fast-paced, agile atmosphere.
• In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siem.
• Expertise in OS systems, including, Windows, Mac and Linux.
• Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol.
• 5+ years of experience with IT tasks like installing virtual machines and configuring IT environments.
• 5+ years of experience with support methodologies and tools (Confluence, Salesforce, Jira).
• 3+ years of experience working with Log systems like Coralogix, and Sentry.
• Advantage - Bachelor's degree in Computer Science, Engineering, or a related field.