Job description
I am working with a high-growth security technology organization. They have consistently grown at over 300% per-year, since founding and are backed by some of the world's leading technology and AI-focused VC funds.
As a Technical Support Associate, you’ll be responsible for assisting customers and delivering a world-class support experience. You’ll work closely with customers to troubleshoot and resolve issues via email, chat, and occasional video calls.
Working hours for this role will be Eastern Time Zone, so you must be in that time zone, or willing to work these hours.
Responsibilities
- Use technical aptitude and client-facing skills to resolve issues for users.
- Provide timely and accurate responses to customer questions.
- Coordinate with Engineering and Product on issues and feature requests; identifying any patterns and recommending improvements.
- Work alongside the Customer Success team to help customers find practical solutions.
- Take the lead in knowledge-sharing and cross-training activities to strengthen the overall effectiveness of the organization.
- Attend customer meetings to assist with troubleshooting issues and document accordingly for future needs.
Who We Need
- Proven experience in technical customer support, within a SaaS or technology-focused organization
- Experience supporting and troubleshooting cloud environments (AWS, Azure, GCP) and other SaaS tools such as GitHub or Atlassian
- Strong debugging skills, specifically resolving error responses from API integrations (experience using the Chrome debugger, reading logs, and understanding error responses from APIs).
- Ideally you will have a compliance background and a willingness to learn more about various compliance frameworks (SOC 2, ISO 27001, PCI, or others).
