About the Role
This position involves providing hands-on technical assistance to customers, diagnosing software-related issues, and guiding users through resolution steps while contributing feedback to improve the overall product experience.
Responsibilities
- Respond promptly to customer inquiries via email and phone
- Diagnose and resolve technical problems related to software functionality
- Document support cases with clear and accurate details
- Collaborate with engineering teams to escalate critical bugs
- Provide detailed troubleshooting steps to end users
- Maintain up-to-date knowledge of product features and updates
- Identify recurring issues and suggest product improvements
- Assist in writing and refining support documentation
- Monitor customer health metrics and usage patterns
- Follow support workflows to ensure consistent service delivery
- Educate customers on best practices for product utilization
- Track and report on support ticket resolution times
- Work cross-functionally with customer success and sales teams
- Support onboarding processes for new clients
- Handle sensitive customer data with confidentiality and care
Nice to Have
- Certifications in IT support or security domains
- Experience with endpoint detection and response tools
- Exposure to managed service provider environments
- Knowledge of Active Directory and identity management
- Scripting experience in PowerShell or Python
Compensation
Competitive salary with benefits
Work Arrangement
Remote position
Team
Part of a growing customer support team focused on technical solutions
Our Mission
Empowering small and mid-sized businesses to defend against cyber threats through innovative technology and expert support.
Why Join Us
- Opportunity to work with a passionate team tackling real-world security challenges
- Supportive environment that values continuous learning and career growth
- Flexible schedule with a focus on work-life balance
Not specified
