Technical Operations Support Specialist at SecureLink

| Austin
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Who We Are

At SecureLink, we take our job seriously, but ourselves, not so much. We aren't afraid of a challenge and understand the individual and team effort required to accomplish something great! SecureLink's world headquarters in West Austin is called the Hill Country Spaceship - a great facility we believe you would be proud to call your workplace.

Founded in 2003, SecureLink doesn't just offer products – we provide partnerships. We have the knowledge, existing relationships, and expertise to make the maximum impact on our customers' business. This, and our "failure is not an option" mindset, is what has led to us solidifying our place as the leaders in managing secure third-party remote access and remote support for both highly regulated enterprise organizations and technology vendors.

After 14 years in business, we announced a strategic investment from Vista Equity Partners, the leading technology investment firm focusing exclusively on software, data, and technology-enabled companies. Since then, we have nearly tripled our revenue, earning a place on the Inc. 5000 list of the U.S.'s fastest-growing privately-owned companies three years in a row. During that same period, we've proudly maintained our strong culture, recently being recognized with a Glassdoor Employees' Choice Award. In 2020, we announced an added partnership from Cove Hill which will position us to accelerate our growth and further advance product innovation.

This position is expected to be filled in the Austin area even though our team is fully distributed for the time being. We are continuously evaluating our return to the office with the safety of our employees and their families at top of mind.

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 Support Specialist, 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:

  • Research and address incoming questions and service requests from customers, providing focused communication. (via case files, emails or phone call)
  • Address escalations from customers and internal teams and ensure SecureLink remains strong in its commitment to customer success!
  • Maintain detailed case records containing actionable next steps, impact assessments, and priority levels
  • Provide 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.
  • Participate in cross-functional team discussions and projects to deploy new SecureLink services to customers
  • Provide general "how-to" product information, configuration support, collection of relevant technical problem information, and filter non-technical problems from technical problems
  • Play an active role in the development of the organization by participating in process development and other team improvement projects
  • Work with the Customer Support team to ensure issues reported in the customer base are resolved in a timely professional manner
  • Work with the Technical Operations Manager to ensure bugs found in the field are reproduced, documented, and receive appropriate visibility
  • Coordinate 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
  • Work with the Sales and Account Management organizations to ensure customer's technological expectations are well managed on current or new customer deployments
  • Accommodate 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. 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 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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Rising from the hill country on the western edge of Austin, the SecureLink Space Ship was built for the special astronauts who work here every day.

An Insider's view of SecureLink

What’s the vibe like in the office?

It feels a lot like doing a group project with the best team you could have asked for, you never get stuck with a “dud” because everyone works hard, but still knows how to joke and have fun. It’s super casual and flexible, which is awesome!


Marketing Communications Specialist

What does your typical day look like?

A typical day at SecureLink always starts with breakfast. I usually go over my to-do list and add or take away any changes. My day will consist of roleplay sessions, script reviewal, research on prospects, emails, and cold calling. It is full of making connections with my team, other SecureLink employees, and future customers.


Business Development Representative (BDR)

How has your career grown since starting at the company?

I started as an intern, to Market Research Associate, to Business Development Representative (BDR), and now I am a CSM. I've learned skills in each role that have been transferable to the next role. As long as you bring value to the company and put in the effort to being successful in your role, the opportunities are endless.


Customer Success Manager

How do your team's ideas influence the company's direction?

I encourage the team to get creative & try new things. It takes a culture that rewards creativity & is not afraid to fail in order to learn. We talk about new tactics regularly & everyone is open to trying new things because they often lead to successful outcomes. As a team & a company, embrace failing fast so we can learn from it and move on.


VP, Business Development

What does career growth look like on your team?

I was hired as a BDR in Q1 of 2018 & I have been promoted within the team to Sr. BDR, moved to manage the Market Research team, & rejoined the team as the BDR Enablement Manager. Success at SecureLink is fostered by all levels of management through our goals process, continuing education on various platforms, & our culture of always playing to win.


BDR Enablement Manager

What are SecureLink Perks + Benefits

SecureLink Benefits Overview

At SecureLink, we recognize we are in a competitive candidate market, and we want to provide the best to our employees.

Volunteer in local community
SecureLink has participated in events with Breakthrough Austin, Austin Pets Alive!, We Are Blood, Coats for Kids, the Central Texas Food Bank and many more.
Friends outside of work
Eat lunch together
Intracompany committees
Employee-driven committees, empowered by SecureLink's leadership, organize both on & offsite opportunities ranging from volunteering and recreational sports to professional development.
Open door policy
Team owned deliverables
Team based strategic planning
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
SecureLink's dental plan covers 100% of the cost of preventative care, including topical fluoride and x-rays.
Vision Benefits
SecureLink's vision insurance plan provides 100% coverage for annual eye exams after a $10 copay. Frames are covered up to $130 and contacts are covered up to $150.
Health Insurance Benefits
SecureLink offers a qualified high-deductible health plan through BCBS. In addition to covering 100% of the employee's health premium, we contribute $2,500/annually to a Health Savings Account (HSA).
Life Insurance
SecureLink offers group-term life insurance with a payout of 1x an employee's annual salary for the duration of employment.
Wellness Programs
To promote wellness, every employee is provided with a standing desk in their personal workspace, recreational club sponsorship, and healthy snacks and meals.
Onsite Gym
SecureLink employees enjoy access to a free onsite gym and volleyball pit.
Retirement & Stock Options Benefits
SecureLink's 401(k) retirement plan offers a broad selection of funds to choose from.
401(K) Matching
SecureLink contributes 3% of your base salary to your 401(k) account regardless of your contribution.
Performance Bonus
All full-time employees are eligible for the SecureLink bonus plan.
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
In addition to 12 weeks of unpaid, job-protected leave mandated under the Family and Medical Leave Act (FMLA), SecureLink offers one month paid parental leave for all new moms and dads.
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Many of our employees participate in a desk sharing program that allows them to work remotely 50% of the time.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Unlimited PTO can be used for vacations, sick leave, and other needs such as bereavement, jury duty, or time spent supporting philanthropic endeavors. Work hard, play hard. Or relax — it’s up to y
Paid Volunteer Time
Paid Holidays
SecureLink offers all employees paid time off to observe 7 major holidays.
Paid Sick Days
Perks & Discounts
Beer on Tap
SecureLink's three-tap commercial beer keg is always stocked with cold brews, ready for our weekly onsite Happy Hour. It's hoppin' (beer puns hehe).
Casual Dress
SecureLink has a 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.
Company Outings
SecureLink employees enjoy quarterly paid team outings, as well as company-wide annual holiday parties and other events, for all employees and a guest.
Free Daily Meals
SecureLink's onsite chefs provide breakfast, lunch, and snacks to employees every day. YUM.
Game Room
SecureLink's game room is decked out with a golf simulator, VR game equipment, ping pong, pool and foosball tables, shuffleboard, and pinball machines.
Stocked Kitchen
SecureLink has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored beverages you can handle.
Happy Hours
SecureLink staff enjoys a weekly Friday happy hour where employees are recognized for outstanding achievements during our "Price is Right" style wheel spins.
SecureLink employees don't worry about where they will park—we have our own lot.
Pet Friendly
SecureLink employees can bring their dogs to the office, we love our furry friends!
Recreational Clubs
SecureLink sponsors office sports leagues year round.
Professional Development Benefits
Job Training & Conferences
SecureLink offers a wide range of training programs to all employees, including functional bootcamps, in-house professional development, and knowledge sharing sessions.
Lunch and learns
SecureLink hosts a lunch-and-learn series we call KSS (Knowledge Sharing Sessions), intended to help expand our employees' base of knowledge through informal talks/discussions.
Cross functional training encouraged
Promote from within
Time allotted for learning
SecureLink employees take at least one LinkedIn Learning course per quarter, attend monthly Knowledge Sharing Sessions, have access to the SecureLink Library and a Product Certification Program.
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Having our own building allows us the flexibility to create our own workspace and do cool things like bring our dogs to work and cook bacon every day (and we definitely do that). In addition to our awesome inside spaces, just outside is our very own volleyball court! Check out like video on our page for a tour of our Hill Country Spaceship!

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