Job Title: Technical Support Specialist
About the Role:
We are seeking a skilled Technical Support Specialist to join our team. In this role, you will play a critical part in delivering exceptional customer support and ensuring our customers receive timely assistance with technical issues related to our Insider Threat Management (ITM) Platform.
Key Responsibilities:
* Responding to technical support tickets and providing remote support to customers via various communication channels
* Working closely with customers to diagnose and resolve technical issues within set response guidelines
* Managing product escalations and serving as a liaison between customers and different levels of tiered support
* Installing and upgrading software related to this product area
* Diagnosing and troubleshooting ticket issues related to software, networking, and hardware systems
* Maintaining accurate records of work performed in the ticketing system
Requirements:
* Previous experience working as a Technical Support Engineer or Escalation Support Engineer
* Background knowledge of at least one major cloud platform (AWS/Azure)
* Familiarity with hardware and networking systems
* Knowledge of operating systems, web services, and APIs
* Able to troubleshoot complex software and hardware issues
* Excellent verbal and written communication skills
* Ability to think critically and solve problems efficiently
* Strong people skills and ability to build rapport with customers
* Experience working with virtualization, networking, storage, OS's, WEB, and SQL technologies is highly valued
* Bachelor's degree in computer science or information technology
* Proficiency in both Mac and Windows operating systems
Why Choose Us?
We offer a collaborative and dynamic work environment, competitive compensation, comprehensive benefits, and opportunities for growth and development. Our company prioritizes innovation, teamwork, and customer satisfaction.