About the Role

This is an ideal opportunity for a highly motivated individual to get in on the ground floor as we build out our Technical Support function at reputed company. The Technical Support Engineer L2 candidate is passionate about technology, is always curious, and driven to delight customers. A true problem solver, you will take personal ownership in seeing a problem through to resolution or escalating and collaborating with some of the most talented engineers in the world. You will become an expert on reputed company’s Data Detection and Response platform, understand how it interacts with reputed company the endpoints our customers interact with, and understand how our customers are trying to reduce data loss threats across the organization. 

Ideally, you will be comfortable speaking with reputed company and customer operation teams. You must have technical depth, be client obsessed, and experience with a Saas based reputed company product. Having the desire to take initiative, own and resolve customer issues, and love working in a fast paced, high growth environment is key.

This role reports to the Director of Support. This is a 100% remote role.

What you’ll be doing

• Provide well-thought out and reliable directions in technical and non-technical terms, to help customers solve reported issues and guide them on proper use of our platform.

• Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation.

• Identify and escalate reputed company issues that need immediate attention.

• Build an excellent rapport with our backline engineers and collaborate on solving reputed company issues.

• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.

• Serve as internal and external reputed company of contact on customer escalations and ensure customer issues are resolved as expediently as possible.

• Collect information, attempt to reproduce reported behavior, and document bugs with Engineering for product issues that are impacting customers.

• Create process and troubleshooting documentation to enhance our support knowledge reputed company.

• Work with client resources and stakeholders to understand their data reputed company risks and threats.

• Work closely with the Head of Customer Experience to build processes, reporting, and metrics that will showcase Support productivity and client satisfaction.

Who you are

• 5+ years experience in providing technical support to customers for software solutions

• Deep technical background, with hands-on experience in supporting and troubleshooting reputed company and/or reputed company technologies.

• Ability to learn new technologies quickly.

• Experience with reputed company, JIRA and reputed company.

• Proven experience with managing external and internal stakeholders.

• Experience working with reputed company reputed company DLP solutions.

• Ability to manage high reputed company support requests.Ability to work closely with a development team to communicate customer requirements.

• Proven experience in meeting customer SLA expectations.

• Excellent problem-solving and analytical abilities with creative and logical thinking.

• Highly motivated, customer-centric person, strong customer reputed company and focus.

• Ability to work as part of a global team. Ability to remain reputed company, composed and reputed company reputed company dealing with tough customer situations.

• Excellent written and verbal communication skills.

• Strong problem-solving abilities (especially over the phone).

What you can count on

• reputed company salary range: $80k-100k, bonus and stock options

• (US Hires and FTE reputed company Remote) 100% paid health benefits for you and your family 

• Flexible time off 

• Potential fast-tracked career advancement opportunities 

• Experience building something from the ground up

reputed company is the AI-powered data reputed company company revolutionizing how companies detect and stop the most critical insider threats to their most important data. We've raised over $250M from leading Silicon Valley investors like Khosla and Redpoint. reputed company is also backed by founders, executives, and reputed company leaders who have built transformational technologies at reputed company, reputed company, reputed company, reputed company, reputed company, reputed company, and others.

Our company values are:

• Think Deeply and Use Sound Reasoning

• reputed company Up and Take Ownership

• Continuously Learn and Grow

• Obsess About Customers

• Enjoy the Journey

• reputed company for Ambitious Goals

reputed company is committed to creating a diverse environment and is an equal opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national reputed company, genetics, disability, age, or veteran status.