Technical Operations Analyst (Customer L2-L3 Support)
Who We Are
Astronauts needed for a mission.
At the risk of sounding immodest, SecureLink may be the coolest company you've never heard of. After 14 years in business, we announced a strategic investment from Vista Equity Partners in 2017. Vista is the leading technology investment firm focusing exclusively on software, data, and technology-enabled companies. With our partners, existing customers, products and people, we are excited to launch the company to a higher orbit.
SecureLink is the leading platform for secure, remote support of enterprise software. Our customers are top-tier names in healthcare, gaming, government, retail, legal and other highly-regulated industries.
SecureLink's world headquarters in West Austin is called the Hill Country Space Ship - a great facility we believe you would be proud to call your workplace.
What You'll Do
Technical Operation Analysts are responsible for ensuring our customer base is operational and functioning. In this role you will interact with customers to establish, fix, or expand their SecureLink deployment. This role is all about providing excellent support through the entire life-cycle of a customer and interacting with all necessary internal teams to do so. Working with our technical operations team provides a unique experience, allowing you to become technically versed in many areas. Day-to-day responsibilities include:
- Customer Support
- Provide customer support by researching and resolving incoming problem reports, service requests, and product questions from customers
- Maintain detailed case records containing actionable problem statements, impact assessments, and priority levels
- Provide professional and timely status updates to customer and internal teams throughout the duration of case lifecycle
- Address escalations from customers and internal teams to ensure SecureLink remains strong in its commitment to customer success
- Technical Activity
- Perform patching and upgrades to new versions in the customer production environment.
Ensure bugs found in the field are reproduced, documented, and receive appropriate visibility and are resolved in a timely, professional manner - Assist in maintaining an accurate and up-to-date knowledge base of solutions, root causes, and preventative measures to share with customers and internal teams
- Perform patching and upgrades to new versions in the customer production environment.
- Project Involvement
- Provide technical expertise in cross-functional projects to deploy new SecureLink customers and environments
- Work with Project Management to ensure customer technical requirements are well understood and technical components are properly delivered
- Work with the Sales and Account Management organization to manage customer's technical expectations concerning current or new deployments
What You'll Need
- Effective time management and issue prioritization
- Understanding of systematic troubleshooting methodologies
- Excellent customer service
- Excellent verbal and written communication skills
- Case/Ticket management experience
- Basic understanding of Linux and Windows administration
- Understanding of computing, security, and networking basics
- Basic competency with SQL
- Basic understanding of software architecture models such as n-tier applications
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. Benefits and perks include:
- Health: Medical, dental and vision insurance - SecureLink foots the whole bill for employees and subsidizes dependent coverage at 75%!
- Wellness: SecureLink kicks cash into your HSA, $2,500 for those with individual coverage and $5,000 for those with family coverage. Employees are provided with a standing desk, healthy snacks, and have free access to an onsite gym.
- Retirement: SecureLink contributes 3% of your annual base salary to a 401k.
- Time off: Employees receive unlimited PTO, including time to volunteer. Additionally, we offer 10 paid company holidays.
- Perks: Our onsite kitchen provides employees with healthy options for breakfast & lunch every day. We kick back $100 per month towards cell phone reimbursement.
- Workspace: Casual dress code for our employees, and you will see many people around wearing jeans, and yes – even t-shirts and the occasional pair of flip-flops.
What Else?
Happy and successful SecureLink employees embrace the company's mission to have fun creating value over the long run. Great employees have three attributes that make them "slinky". These are 1) excellence at their position, 2) eagerness to grow and improve and 3) a true sense of responsibility to meaningfully contribute to the company, customers, and culture.
If you are just looking for another job, this is not the place for you. We like to laugh and be around happy, smart, interesting, self-motivated and "slinky" people. Slackers, grumps, and pessimists need not apply.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.