Tier II Technical Support Engineer

DNSFilter•Westchase, FL

4h•$70,000 - $80,000•Onsite

About The Position

DNSFilter’s mission is to protect our customers and partners with products they love to use! We are revolutionizing network security by providing fast, accurate, and reliable threat protection and content filtering. We're a rapidly growing company dedicated to creating a safer internet for businesses and organizations worldwide. Leveraging AI-driven threat intelligence, DNSFilter empowers our customers to proactively block threats before they impact their networks. We foster a collaborative, innovative, and results-oriented culture where every team member contributes to our mission of making the internet safer. As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in! We are looking for a self-driven Tier 2 Technical Support Engineer. This person will dig deep to unearth the root cause of technical issues and not just address the symptoms. While we expect you to have broad technical knowledge, having solid competency with networking, routing, DNS, and TCP/IP protocols is a must. The ideal candidate thrives in a fast-paced, hyper-growth SaaS environment and can work full-time, in-person in Tampa, FL. This role is open to candidates authorized to work in the U.S. without sponsorship. We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion, is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions!

Requirements

2+ years of experience in a SaaS organization as a Technical Support Engineer for Customers
2+ years of experience supporting MSP customers
The ability to work in our Tampa, FL office 5 days/week from 8:00 am to 5:00 pm EST, Flex hours may be required at peak periods.
Technical competence in networking, routing, DNS, and TCP/IP protocols.
Proven experience in a technical support role, focusing on DNS filtering or network security products.
Excellent customer service skills with the ability to communicate complex technical concepts to non-technical users.
Strong problem-solving skills and the ability to work independently under pressure to resolve customer issues swiftly.
Ability to take initiative and adapt to changing priorities and technologies in a fast-paced environment.
Experience with ticketing systems and customer relationship management (CRM) tools.
Experience providing technical support to enterprise customers.
Experience working remotely.
Familiarity with roaming clients, Remote Management and Monitoring (RMM) tools, Hyper-V, Azure, Active Directory, and/or virtualization.
Knowledge of how to read technical logs and provide in-depth analysis.
Scripting ability, experience with VPNs, and firewalls.
Must be eligible to work in the region of hire without sponsorship from an employer now and/or in the future.

Responsibilities

Provide exceptional support to our growing customer base via chat, email, and phone.
Respond to support tickets and educate customers to effectively resolve their issues.
Become an expert with the DNSFilter product and its functionalities.
Serve as a liaison between customers and our development and product teams, replicating, reporting, tracking, and communicating the status of feature requests and bugs.
Use your initiative to proactively find ways to improve the customer experience.
Escalate tickets to the Technical Team Lead or Development as needed.
Engage in a collaborative environment to provide feedback, suggestions, and support to colleagues.

Benefits

Pathway to promotion to additional organizational positions and responsibilities based upon results and performance, not just time in the chair. You help us grow, and we will help you grow.
Passionate and intelligent colleagues who work hard and have a good time doing it
Paid company-wide week off at the end of each year
Flexible Vacation Policy
Awesome company swag
Full medical, dental, and vision benefits for US, UK, and Canada-based employees
Full short-term disability and life benefits; available long-term disability
Retirement savings account options with vested company matching for qualifying employees
In-person annual gatherings. Last time we all spent a week on a beach in Cancun!

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