Support Engineer
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Support Engineer
Austin, TX
Job Description/Summary:
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 and establish root cause analysis with a timely solution to meet or exceed our customer’s expectations.
Primary Responsibilities:
- Provide technical support for our enterprise customers and partners via phone, web-based tools and email
- Integrate as part of our 24 x 7 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
- Meet or exceed customer expectations on response quality, timeliness of response and overall customer experience
- Reproduce customer issues and if necessary, file bug reports, escalate cases to engineering and provide necessary documentation requirements
- 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
- Up-hold and improve our first response time and high standard for customer satisfaction
Key Qualifications and Requirements:
- Has functioned at a Tier 3 support level providing expert product and service support.
- 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 able 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 enjoy problem solving
Familiar with the Following:
- Familiarity with Software as a Service (SaaS) solutions
- DevOps
- REST APIs
- Security - HTTP vs HTTPs - Auth tokens, OAUTH, etc.
- Different methods - GET, POST, DELETE, PATCH, PUT
- Request Encoding Issues - UTF-8 for example
- Parameterization - how they are sent including UUEncoding of non-HTTP friendly characters
- Programming languages (python, JSON, javascript, etc) interaction with a REST API - synchronously, asynchronously, parsing results
- HTTP Error codes and relationship to REST API calls
- Cyber security, ATO prevention and Zendesk experience a plus
Highly Desired Skills:
- 3-5 years of Support Engineer experience in a customer interacting role
Education:
- BA/BS/Undergraduate
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