Technical Support Engineer – Eastern or Pacific Time

Description: • Being on the front lines of our support team, ensuring every customer inquiry is properly reviewed and handled with care. • Communicating with customers clearly, concisely, and professionally, both written and verbal, and striving to educate customers in ticket responses to ensure that they are getting the most out of our products. • Creating, updating, and sharing documentation based on troubleshooting and new solutions • Working with Product Management and Engineering to identify, reproduce, inform on, and resolve defects. • Participating in the team’s on call pager rotation, responding to operational incidents as needed • Owning the maintenance, upgrades, and performance of the hosted server fleet, while striving to minimize operational incidents. Requirements: • 4+ years in a technical facing role, troubleshooting and resolving technical issues with a wide range of technologies. • Troubleshooting experience in the following areas: • Windows, macOS, and Linux environments • Networking (TCP/IP, DNS, Wireshark, SSL) • Third-party security agents, EDR preferred • Strong listening, written, and verbal communication skills with proven ability to initiate and manage relationships via email and on calls. • An understanding of how to prioritize and escalate customer issues to the appropriate internal team. • An independent and self-sufficient mindset, focused on the needs of your customers and genuinely excited about forging a path forward when none exists. • The ability to prioritize customer well-being, even through difficult conversations. Maintain a positive, proactive approach: identify and resolve issues impacting customer experience or team processes immediately. Benefits: • Various health plans • Time off plans for vacation and sick time • Parental leave options • Retirement options • Education reimbursement • In-office perks, and more! Apply tot his job