Support Engineer

SpyCloud • Austin, TX

3h

About The Position

The Support Engineer provides enterprise-level support for SpyCloud’s customers and partners. In this role, you will provide technical assistance, troubleshoot and resolve customer/partner problems, interface with engineering on product issues, and establish root cause analysis with a timely solution to meet or exceed our customers' expectations.

Requirements

• 1-2 years of Support Engineer experience in a customer-interacting role.
• Practical experience with a solid background in problem analysis and resolution of SaaS enterprise platforms.
• 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. DevOps. REST APIs. Programming languages (Python, JSON, JavaScript, etc.) interaction with a REST API (synchronously, asynchronously, parsing results). HTTP Error codes and their relationship to REST API calls.
• BA/BS/Undergraduate degree required.

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

What This Job Offers

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