Support Engineer at SpyCloud

| Austin
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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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • PythonLanguages
    • RustLanguages
    • jQueryLibraries
    • ReactLibraries
    • Pyramid Web FrameworkFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM

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.

An Insider's view of SpyCloud

What’s the vibe like in the office?

It's been a joy getting to work with passionate, intelligent and creative coworkers, who also value a great sense of humor. Our office is awesome, but I'm also very happy with how well we've been able to stay connected and keep our culture alive while working remote during the pandemic.

Melanie

HR Coordinator/Executive Assistant

How do you collaborate with other teams in the company?

There are no silos at SpyCloud. Everyone is aligned, focused on: build a great company; deliver value to customers. It emanates from shared cultural values among everyone. That makes collaboration among teams easy. Everyone rolls up their sleeves, works together regardless of team, and gets things done. We deliver results, as a team.

Ted N.

Business Development Manager

What makes someone successful on your team?

Technical challenges are plenty at SpyCloud but the key to success is working as a high functioning and cohesive team. We strive to improve together and this starts with each of us. Being driven, curious, flexible, and humble are all qualities for success at SpyCloud. Any challenge can be tackled with the right team supporting you!

Ronak

Vice President of Engineering

How would you describe the company’s work-life balance?

Working at SpyCloud I can truly balance work, fun and family. I would describe my colleagues as quirky, smart, passionate, and funny, so needless to say, I look forward to coming to work each day. As a mom of two kids under 5, I love that I have the freedom to take them to appointments when needed or just a day of fun with our awesome PTO policy.

Jessica

Marketing Manager

What are SpyCloud Perks + Benefits

SpyCloud Benefits Overview

We believe that healthy, happy employees are the most creative and productive, so if you come to work with us, expect some great perks!

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
SpyCould is committed to building an inclusive, diverse business. We do our best work when people with unique experience and perspectives bring their talents and passions together.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
SpyCloud is proud to offer a 401(k) with choices including managed portfolios or index funds.
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Your best inspiration may not come between 8am & 5pm (our core hours)! SpyCloud believes in allowing you to have a flexible work schedule that includes varied start times, times of day or locations!
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Free Daily Meals
Daily lunches mean we get to enjoy each other company and food from many of Austin's great eateries. Friday breakfasts add an extra burst of energy to finish work before we go into the weekend.
Stocked Kitchen
We keep our kitchen stocked with coffee and tea, delicious snacks, and an impressive array of beverages!
Some Meals Provided
Happy Hours
Parking
Our prime location offers ample onsite and nearby onstreet parking.
Pet Friendly
We love the soulful eyes and exuberant personalities of our SpyCloud canines. 3 Corgis are just the beginning of the awesomeness of SpyCloud Pets.
Relocation Assistance
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

We are passionate about solving hard problems, building an inclusive company culture that promotes the best in our employees, and creating products that delight our customers.

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