Support Engineer

SpyCloud • Austin, TX

5d • Hybrid

About The Position

SpyCloud is seeking a Support Engineer to join our 24x7 global support operations. This role reports to the Director of Customer Support and assists ensuring that customers receive high-quality, technically sound support with a focus on speed, satisfaction, and operational excellence. The ideal candidate will be passionate about delivering industry-leading customer support to SpyCloud’s customers. They will be focused on driving the use of leading-edge tools, documentation, and processes that continuously enhance and customer experience and leveraging. The right candidate will drive to remove every possible barrier in helping our customers to disrupt cybercrime that could impact their business.

Requirements

• 3+ years of customer support experience in technical environments
• Strong affinity with internet technologies and knowledge of customer relations technical processes.
• Exceptional problem-solving capabilities and ability to adapt to new processes and procedures quickly, while dealing with many varied technical support requests and challenges.
• Stellar organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.
• Ability to think on your feet and come up with creative solutions to non-obvious problems.
• Empathy for customer challenges and enjoyment in problem solving.
• Familiarity With: Software as a Service (SaaS) solutions.
• Familiarity With: DevOps.
• Familiarity With: REST APIs.
• Familiarity With: Programming languages (Python, JSON, JavaScript, etc.) interaction with a REST API (synchronously, asynchronously, parsing results).
• Familiarity With: HTTP Error codes and their relationship to REST API calls.
• Bachelor's degree (BA/BS) required
• Bachelor’s degree in a technical related field required (e.g., Computer Science, Information Systems, Business, or equivalent) preferred

Nice To Haves

• Cybersecurity, ATO prevention, and Zendesk experience a plus
• Familiarity with Active Directory configuration, Windows system administration, and PowerShell scripting
• Creating technical documentation

Responsibilities

• Provide technical support for our enterprise customers and partners via phone, web-based tools, and email.
• Integrate as part of our Global Support team.
• Develop a deep understanding of SpyCloud’s products.
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
• Reproduce customer issues and, if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation requirements.
• Meet or exceed customer expectations on response quality, timeliness of response, and overall customer experience.
• As one of the key contacts with our customers, effectively communicate areas of improvement for both product and services.
• Help track support metrics and share findings you identify.
• Uphold and improve our first response time and high standard for customer satisfaction.

Benefits

• 401(k) with Employer Contribution
• Health, Vision, and Dental Insurance
• Health Savings Account (HSA) available with Employer Contribution
• Employer Paid Life, Short-term, and Long-term Disability Insurance
• Generous PTO Plan and 16 paid holidays per year
• Retirement Savings Plan with Employer Contribution
• Employer Provided Private Health Insurance and Healthcare Cashplan
• Employer Paid Life Insurance and Income Replacement
• Generous Holiday Plan and 14 paid holidays per year
• engaging workspace in South Austin
• flexible and remote-friendly work options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level