Technical Support Engineer

Invicti Security • Austin, TX

3d • Hybrid

About The Position

You’re someone who thrives on solving complex challenges and delivering top-tier support. In this role, you'll provide enterprise-level technical assistance to our rapidly growing global customer base, ensuring that both technical and non-technical end users receive effective solutions through various channels. Your expertise will be critical in maintaining customer satisfaction and success.

Requirements

• 3 to 4 years of proven working experience in enterprise technical support, IT support or as a technical engineer
• Excellent interpersonal skills
• Solid written and verbal communication skills
• Expertise of Windows and general desktop support issues
• Detailed knowledge of HTTP protocol
• Basic TCP/IP and other networking concepts
• Familiarity with network tools such as Fiddler and Wireshark
• Understanding of basic web development, HTML, and SQL
• Comprehension of basic security topics such as XSS and SQL Injection
• Experience with operating systems Windows and Linux
• Fundamental knowledge of Docker
• An ability to work remotely as part of a virtual team

Responsibilities

• Providing high-quality technical support to Invicti’s enterprise customers.
• Delivering technical solutions to both technical and non-technical end-users via zoom, our support system, and other channels as needed.
• Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions.
• Remotely connecting to customers’ installations to troubleshoot technical difficulties.
• Evaluating deeper insights into the challenges faced by customers by reviewing product log files.
• Escalating unresolved support tickets to tier 2 support.
• Providing prompt and accurate feedback to customers.
• Ensuring proper documentation and resolution of all technical inquiries.
• Collaborating with the Invicti sales team, resellers, and distributors with technical queries.
• Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication with our customer base.

Benefits

• Health Insurance: Taking care of our team goes beyond the office. We cover 100% of employee health care, vision and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision/dental premium cost, so you can be sure that you and your family are in the best possible health. Coverage is effective your first day.
• Employee Assistance Program: Emotional Support Counseling services - 24/7 Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, New Parent Support and more
• Parental Leave: 16 weeks paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent
• 401(k) Savings Plan: 50% up to 6% company match with 100% annual cliff vesting
• Hybrid Working: If you are local to one of our office locations, you can work a hybrid/home schedule - we got you covered
• Discretionary Time Off: Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is accrued
• Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate
• Volunteering: 5 days of paid time off each year to participate in the volunteer activities of your choice
• Employee Recognition: Ongoing recognition & rewards. A Culture that emphasizes personal and professional growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed