Support Engineer

SpyCloud•Austin, TX

13h

About The Position

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further! Overview of Job/Team: 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.