Support Engineer

Developex%LABEL_POSITION_TYPE_WORLDWIDE%

job_description.job_card.30_days_ago

serp_jobs.job_preview.job_type

serp_jobs.job_card.full_time

job_description.job_card.job_description

We are looking for a skilled Support Engineer to join Developex team! Our client is fast-growing VC-backed cybersecurity company market selling a must-have product. This role is a client-facing role that provides support and guidance to our existing customer base for SaaS and On-Premise product lines and plays a crucial role in establishing a customer centric organization and most importantly - happy customers.

This role allows you to work remote while building relationships with colleagues across the globe.

Required skills :

Familiarity with multiple technologies, including Networking, Data Center, Security and Cloud;
Experience with cyber security products, specifically NAC, RADIUS and ;
Experience with network configuration and architecture - Layer 2 / Layer 3 Switching / Routing, TCP / IP, VPN;
Experience in customer facing role with excellent communication (written and verbal) and interpersonal skills;
Independent, initiator, and a team player;
Advanced analytical thinking and problem-solving skills;
Research and troubleshooting abilities.

As a plus :

2+ years of experience in product support / professional services for an international hi-tech company;

Technical Bachelor’s degree;

Project management experience.

Responsibilities :

Keep deep technical understanding of our solutions ;

Research, diagnose, troubleshoot and identify solutions to resolve customer issues;

Handle customer escalations;

Provide prompt and accurate feedback to customers;

Work customer support requests and follow the SLA;

Act as a key escalation channel for our Customer Experience Technical Support team;

Take part in shaping new features and products and represent the voice of the customer;

When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support;

Update knowledge base and documentation with technical and issue resolution.

We offer :

High competitive salary, social benefits, paid vacations, sick-leaves;

English & Yoga classes;

Paid seminars, online courses, professional literature;

Events : Developex travel club, movie nights, table games, etc.

serp_jobs.job_alerts.create_a_job

Support Engineer • %LABEL_POSITION_TYPE_WORLDWIDE%