Support Engineer

| Austin
Sorry, this job was removed at 11:09 a.m. (CST) on Monday, December 21, 2020
Find out who's hiring remotely in Austin.
See all Remote Cybersecurity + IT jobs in Austin
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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


Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Location

Our HQ is classic Austin: a historic theater on South Congress. Walk to local restaurants and shopping, or grab an easy scooter ride to downtown.

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about SpyCloudFind similar jobs