Ireland
EuropeTechnical Support Engineer
2 нед. назад
IrelandEuropeHybrid
technical supportsla managementscreen sharingcustomer service
Technical Support Engineer responsible for resolving complex technical issues and supporting customers at .
Обязанности
- 4+ years of technical support experience in a SaaS/Tech environment.
- 2+ years in a Tier 3 or Tier 4 (highest tier) technical support role.
- Experience supporting Premium Support customers
- Located in Ireland and able to support an 8 AM–5 PM Irish Standard Time schedule, with rotating on-call responsibilities (including rotational weekends and holidays).
- Willingness to work on a hybrid basis, with a minimum of 2 days per week in office.
- Strong troubleshooting experience with cloud providers (AWS, Azure, GCP)—including monitoring, load balancers, tagging, etc.
- Hands-on experience with cloud platforms (AWS, GCP, Azure), operating systems (Windows, macOS, Linux), and cloud application architecture.
- Solid understanding of APIs (REST and/or GraphQL) and networking fundamentals.
- Familiar with relational databases (SQL) and document databases (NoSQL, MongoDB)
- Familiar with IAM protocols (SAML, OAuth, SCIM) and Identity Providers (Okta, Auth0, O365)
- Experience using tools like Datadog or similar log management platforms.
- Proficient in troubleshooting databases and analyzing complex, multi-relational data sourced via APIs.
- Excellent communication skills, both written and verbal—you can simplify technical concepts for non-technical audiences.
- Proven ability to write clear, concise documentation and knowledge base content.
- Comfortable presenting technical topics to a variety of audiences.
- A strong sense of empathy—for your customers and your teammates.
- Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.
Другое
- At , our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. has a kind and talented team, and while some have prior security experience, many have been successful at without it.
- As a Technical Support Engineer (TSE), you’ll play a critical role in supporting our customers by resolving their most complex technical issues and serving as the final technical escalation point for our Technical Support Specialists (TSS). You’ll collaborate closely with our Support and Engineering teams to ensure we deliver a best-in-class customer experience while meeting our service SLAs.
- Our goal is to provide best-in-class Technical Support to our customers. Our team’s mission: “We make complex solutions seem simple, and are leaders in customer education”. We build strong partnerships with our customers through trust and transparency, for this reason our Technical Support Metrics are available publicly.
- Provide technical support to customers through email, screen sharing, and chat, responding within established SLAs.
- Develop a deep understanding of ’s product capabilities, integrations, configurations, messaging, and more.
- Own and resolve complex technical customers’ issues, while also partnering with Technical Support Specialists (TSS) on their most challenging cases as the final technical escalation point within the Support team.
- Demonstrate a strong sense of ownership and accountability for the overall customer experience.
- Clearly explain complex solutions to customers and document them for future use.
- Problem-solve and troubleshoot in a repeatable manner, documenting in our Support CRM to help identify trends.
- Create reproducible test cases and collaborate with Product and Engineering to improve the platform.
- Validate and escalate bugs to Engineering, keeping customers updated on progress.
- Contribute to internal and customer-facing documentation, as well as process and workflow improvements.
- Actively participate in daily troubleshooting sessions, weekly team meetings, and other team activities.
- Act as the trusted technical point of contact for assigned Premium Support customers, delivering high-touch, white-glove support and ensuring adherence to enhanced SLA requirements.
- Proactively share knowledge with the broader team during knowledge-sharing sessions.
- Foster a culture of collaboration, transparency, and continuous improvement.
- Industry-competitive salary and equity
- 100% covered medical, dental, and vision benefits with dependents coverage
- 16 weeks paid Parental Leave for all new parents
- Health & wellness stipend
- Remote workspace, internet, and mobile phone stipend
- Commuter benefits, including bike to work scheme and tax commuter ticket scheme
- Pension matching
- 25 days of Annual Leave per year
- 11 company-paid holidaysVirtual team building activities, lunch and learns, and other company-wide events!
- Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney
- #LI-hybrid
- At , we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.
- We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged.
- Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on to build, maintain and demonstrate their trust— all in a way that's real-time and transparent.
- If you are being referred for the role, please contact that person to apply on your behalf.