Binalyze is hiring a Senior Customer Support Engineer

Customer Support Engineer Location: Türkiye (Remote) Are you prepared to contribute to a revolutionary endeavor? Our state-of-the-art technological solution enables global enterprises and Managed Security Service Providers to detect, analyze, and mitigate cyber threats with exceptional accuracy and efficiency. As we progress towards transforming Digital Forensics and Incident Response (DFIR), we're seeking an outstanding Customer Support Engineer to integrate into our distributed workforce. Our organization embraces a remote-first approach, allowing team members to participate in our 24/7 global support operations while residing anywhere in Türkiye. Your Key Contributions As a pivotal member of our customer support team, you'll deliver sophisticated troubleshooting and resolution for intricate technical challenges facing enterprise and MSSP clients. This role is critical in maintaining superior DFIR solution standards, meeting customer and internal Service Level Agreements (SLAs), and proactively identifying potential improvements while communicating essential insights to ensure comprehensive customer satisfaction and continuous product enhancement. What You'll Do Technical Support - Deliver expert-level technical assistance across multiple communication channels - Leverage diagnostic tools and remote access utilities for comprehensive issue identification - Provide detailed guidance through product configuration and implementation processes - Collaborate strategically with interdepartmental teams to resolve complex technical scenarios - Develop comprehensive product knowledge for precise customer inquiry management - Apply sophisticated analytical and problem-solving methodologies - Recognize systemic issue patterns and facilitate cross-functional resolution strategies - Systematically document customer interactions and solutions - Generate and maintain comprehensive support documentation Communication - Articulate technical concepts effectively for diverse audience comprehension - Provide accurate and timely issue resolution updates - Maintain professional, empathetic customer interactions Product Feedback & Escalation Management - Collect actionable customer insights regarding product performance - Communicate strategic feedback to relevant organizational departments - Escalate critical unresolved issues through appropriate channels - Provide structured, detailed information supporting advanced problem resolution Customer Relations - Function as primary customer advocate - Consistently exceed satisfaction expectations Metrics and Reporting - Monitor and analyze key support performance indicators - Implement strategic improvements to meet organizational service standards What We're Looking For - 5+ years advanced technical support experience - Bachelor's degree in technical discipline - Fluent English proficiency - Scripting language expertise - Comprehensive operating system knowledge - Ticket management system proficiency - Cybersecurity technology understanding - Software development process familiarity - Outstanding communication and problem-solving capabilities - Startup environment adaptability - Proactive and reliable personality - Flexibility for comprehensive shift coverage What We Offer - Comprehensive holiday package - Family medical insurance - Collaborative work environment - Home office support - Professional development opportunities - Meal and entertainment benefits Ready to Make an Impact? Passionate about cutting-edge technological solutions and cybersecurity advancement? We're eager to connect. Diversity & Inclusion Binalyze is committed to cultivating a diverse, inclusive organizational culture, welcoming professionals from all backgrounds and perspectives.