Technical Operations Analyst (Customer L2/L3 Support)
Who We Are
At SecureLink, we take our jobs seriously, but ourselves - not so much. We're a results-driven team that isn't afraid of a challenge and understands the team effort required to accomplish something great. We're also people-oriented, so respect, teamwork, collaboration, and culture are some of our top priorities.
When you work for SecureLink, you're making a difference. As the industry leader, it's our mission to secure the most critical systems and highly sensitive data of organizations around the globe. SecureLink provides security, privacy, data governance, and compliance solutions for companies across multiple industries, including healthcare, critical infrastructure, manufacturing, government, legal, and gaming. Whether you're helping organizations implement secure third-party remote access, developing innovative solutions using the most advanced machine learning and artificial intelligence tools and approaches, providing mission critical support or contributing to our sales and marketing efforts, you're making the world a more secure and safe place while working at SecureLink.
Our Vision
At SecureLink, we value authenticity over perfection. We know that coming as you are can feel unsafe in some work environments. SecureLink employees and leadership are working to create an empowering environment for everyone. We are committed to the ongoing examination of our practices, candid evaluation of our own biases, data-informed improvements, and respectful forums for voicing our honest perspectives and feedback. We foster a workplace environment marked by creativity, collaboration, and most importantly, kindness. Different ideas, perspectives, and backgrounds create a stronger and more creative work environment that delivers better results.
We embrace differences and do not discriminate on the basis of actual or perceived race, ethnicity, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital/family status, veteran status, sexual orientation, gender identity and expression, genetic information, political affiliation, neurodiversity, socioeconomic background or any other characteristics that make us unique.
To demonstrate our commitment, SecureLink:
- Uses "blind" resume submission, meaning hiring managers cannot see information that could imply a candidate's gender, ethnicity/race, etc. until they have provided feedback on a candidate's qualifications;
- Transparently reports diversity trends to SecureLink's employee base and continues to develop additional mechanisms for transparency and accountability;
- Established and implemented a calendar of recurring/ongoing training regarding diversity & inclusion, unconscious bias, and prevention of sexual harassment;
- Implemented the writing tool, Ongig, as a means for evaluating the language we use and identifying ways to make our job descriptions and other communications inclusive for a wider audience.
Choose Where You Work
At SecureLink, we believe trust is an essential ingredient for building productivity in the workplace. We want to ensure that all of our employees feel both safe and productive. Our employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in Austin, TX, Nashville, TN, and San Jose, CR.
Remote work can currently be supported for employees residing in the following locations: AR, CA, CO, FL, ID, IL, KY, MD, MI, MN, NY, OH, PA, TX, TN, VA, WA.
What You'll Do
This role requires "RockStar", detail-oriented, people that are all about providing "5-Star Service" throughout the entire life-cycle of a customer! As a Technical Operations Analyst, you are a member of a team responsible for ensuring our deployment base for our customers is operational and functioning within expectations.
In this crucial role, you'll interact with customers (via email or phone), to establish, fix, or expand their SecureLink deployment when needed! In this role, you WILL become technically versed in many areas! Day-to-day responsibilities include:
- Researching and addressing incoming questions and service requests from customers, providing focused communication (via case files, emails or phone call)
- Addressing escalations from customers and internal teams and ensure SecureLink remains strong in its commitment to customer success!
- Maintaining detailed case records containing actionable next steps, impact assessments, and priority levels
- Providing regular status updates to customers throughout the duration of the case lifecycle, Including verify features, fixes, and resolutions to break-fix issues in the customer production environment.
- Perform patching and upgrades to new versions in the customer environment as needed.
- Participating in cross-functional team discussions and projects to deploy new SecureLink services to customers
- Providing general "how-to" product information, configuration support, collection of relevant technical problem information, and filter non-technical problems from technical problems
- Playing an active role in the development of the organization by participating in process development and other team improvement projects
- Working with the Customer Support team to ensure issues reported in the customer base are resolved in a timely professional manner
- Working with the Technical Operations Manager to ensure bugs found in the field are reproduced, documented, and receive appropriate visibility
- Coordinating customer maintenance events with the Project Management team to ensure customer projects and services are correctly delivered in a timely manner and requirements are well understood
- Working with the Sales and Account Management organizations to ensure customer's technological expectations are well managed on current or new customer deployments
- Accommodating schedule/shift changes as needed (i.e. customer outages)
What You'll Need
- Passion for customer service and problem resolution
- Case/Ticket management experience
- History of success in a team environment
- Ability to quickly identify root-cause and triage
- Time and priority management
- Excellent verbal and written communication skills
- Systematic Troubleshooting methodologies
- Basic understanding of software architecture models such as n-tier applications, as well as Linux and Windows administration
- Concrete understanding of computing, security, and networking basics
- Basic competency with SQL
Why Choose Us
SecureLink doesn't just Have Fun Creating Value Over the Long Run (HFCV/LR) for our customers and shareholders, we Have Fun Creating Value in the lives and careers of our employees. SecureLink invests in employee development including extensive job and product training, access to LinkedIn Learning, monthly knowledge sharing sessions, career pathing, professional development, and more. Benefits also include:
- Medical, dental, and vision insurance - SecureLink pays 100% of the premium for employees and 75% for dependents.
- We contribute generously to your HSA (75% of the IRS maximum allowable).
- We help you save for retirement. We contribute equivalent to 3% of your annual base salary to a 401k.
- Employees enjoy unlimited PTO, including the time to volunteer.
- We give $100 per month towards cell phone reimbursement.
- At the office, employee perks include two meals a day, bringing your dog to work, and an onsite gym.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
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