Product Support Specialist- Pacific Time Zone

1 мес. назад

USARemote

Provide specialist product support within cybersecurity domain for US Pacific Time Zone customers.

Обязанности

Provide initial partner support and convey resolutions to customers
Walk customers through problem-solving processes and provide assistance
Assess customer issues and properly escalate incidents as needed
Follow up with customers, provide feedback, and see problems through to resolution
Utilize excellent customer service skills and exceed customer expectations
Recommend changes to internal and customer-facing documentation where needed
Continually grow your knowledge of internal procedures, the product, and customer environments

Требования

Ability to adapt and pivot quickly to the day-to-day changes that hypergrowth companies experience
Highly collaborative mindset; being able to work together as one team to come to the best possible solutions for our partners
Consider themselves disciplined, with systematic problem-solving skills
Practical experience supporting  Microsoft Windows Operating Systems, including familiarity with Windows internals such as services, the registry, etc., and troubleshooting common system and application issues
Practical experience with macOS, including familiarity with its directory structures, services, etc., and troubleshooting common system and application issues (knowledge of Terminal and Bash is a plus, but not required)
Experience with tools such as ProcMon and Process Explorer is a plus
Experience in configuring antivirus products and troubleshooting interactions between these products and specialty software
Is familiar with system configuration/management tools such as GPO, RMMs, and SCCM; scripting these tools is a plus

Условия

100% remote work environment - since our founding in 2015
Generous paid time off policy, including vacation, sick time, and paid holidays
12 weeks of paid parental leave
Highly competitive and comprehensive medical, dental, and vision benefits plans 
401(k) with a 5% contribution regardless of employee contribution
Life and Disability insurance plans
Stock options for all full-time employees 
One-time $500 reimbursement for building/upgrading home office
Annual allowance for education and professional development assistance 
$75 USD/month digital reimbursement
Access to the BetterUp platform for coaching, personal, and professional growth
  
is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are.  
We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status.  
We do discriminate against hackers who try to exploit businesses of all sizes.
Accommodations:  
If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to accommodations@. Please note that non-accommodation requests to this inbox will not receive a response. 
uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights.

Другое

Compensation Range: $50,000 to $65,000 base plus bonus and equity *For this position, we are only considering candidates located in the Pacific Time Zone.
 
Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact.
Founded in 2015 by former NSA cyber operators, is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection.
now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other.
At , we have built a team that is focused on protecting our customers against cybersecurity threats. We value transparency, honesty, and going above and beyond to do the right thing.  
We have a world-class support team built with individuals who provide best-in-class service to our customers. We take pride in our 98%+ CSAT rating and ticket close times within hours of submission. We’re looking to hire an individual who has a passion for customer support, a strong team-player mentality, and the willingness to become an expert in our technology and product offerings. 
You’ll join a department that cares deeply about providing training and mentoring opportunities to our team members. Leadership provides regular coaching, mentoring, and training opportunities.  
As a Product Support Specialist here at , you will play a key role in interacting with our customers. You will have the opportunity to directly impact the bottom line by ensuring that we continue to deliver world-class support. This customer-facing role requires a customer-centric mentality, as you will be the first and primary point of contact for technical support. Our Product Support team works collaboratively and as one team in order to resolve customer inquiries as effectively and efficiently as possible, all while providing top-tier customer service.