Sr. Support Engineer

Seraphic Security • San Francisco, CA

208d

About The Position

The browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web-based SaaS applications. At Seraphic, we are revolutionizing browser security. Our patent-pending technology offers unmatched protection against zero-day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage. This is an exciting opportunity to join a fast-growing start-up company, consisting of talented team players, with the best-of-breed solution revolutionizing browser security. Join us in shaping the future of secure browsing!

Requirements

• 4+ years of technical experience in Customer Support, Professional Services, Technical Support, or related technical customer-facing role in a cyber security company
• Understanding of cybersecurity threats, vulnerabilities, and best practices - Experience with browser security is an advantage
• Familiarity with common web protocols
• Experience in diagnosing and resolving issues related to proxies and firewalls
• Proven experience with deployment tools like: SCCM, Intune and JAMF
• 3-5 years of system management experience across Windows, Linux, and macOS
• Familiarity with ticketing systems like Jira and Zendesk
• Ability to write clear and concise troubleshooting guides, FAQs, and process documents
• Problem solving attitude and analytical thinking, self-motivation and dedication to solving customer problems based on understanding the true pain of the customer, and finding data-driven solutions
• Great project management skills and able to communicate effectively with different stakeholder groups across a diverse set of industries, sizes, and experience level
• Ability to multitask and prioritize several projects simultaneously
• Self-motivated with dedication to understanding customer challenges
• Exceptional written and verbal communication skills for both technical and non-technical audiences

Responsibilities

• Onboard new customers, ensuring smooth initial integration with our products
• Provide comprehensive technical support, diagnosing and resolving customer issues efficiently
• Configure and customize Seraphic products to meet specific client environment requirements
• Collaborate closely with product and R&D teams to address technical challenges and suggest system improvements
• Support sales teams by offering technical expertise during pre-sales processes
• Develop and maintain technical documentation, including user guides and FAQs

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 11-50 employees