Customer Support Representative (Tier 1 Technical Support Engineer)

At DNSFilter we have a singular mission: to challenge the way the industry thinks about security via DNS-and we need your help! We've come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, and in 2022 we became the fastest DNS security tool on the planet and joined forces with privacy-focused VPN Guardian! This year we're continuing our product-fueled growth by adding new features to assist our customers with their DNS-layer security and broadening our solution to meet the needs of our customers. This is a fully remote, full-time, hourly role.

As our company grows, we realize we have a missing piece and that's where you come in! We are looking for a Tier I Technical Support Engineer who is self-driven and naturally curious, a good teammate, and a great addition to the team. This person will be self-motivated and able to work independently while maintaining a high level of productivity and quality work. An ideal candidate should have broad technical knowledge of networking, routing, DNS, and TCP/IP protocols, but should also exhibit high levels of customer service.We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!

You will:

• Be a Product expert on DNSFilter products
• Consult with customers on their configurations
• Test new features before they are released for general use.
• Contribute to support video tutorials and technical documentation
• Provide exceptional support to our growing customer base through our chat portal, product dashboard and website
• Respond to support tickets and educate customers on standard troubleshooting
• Address requests of improperly categorized domains
• Be a liaison between our customers and our development teams to replicate, track, and communicate the status of feature requests and bugs
• Use your initiative to proactively find ways to move the business forward

Requirements

• Ability to work full time 8 am - 5 pm MST (10 am - 7 pm ET) regardless of your timezone
• Ability to work the following 24/7 365 on-call rotations: One weekend every 2 months, 5 pm Friday ET - 8 pm Sunday ET, and one-weekday rotation 8 am - 6 pm MST (10 am - 8 pm ET)
• 2-3 years of experience working in a customer-facing technical role
• Solid understanding in networking, routing, DNS, and TCP/IP protocols
• Excellent customer service skills
• Ability to work in and contribute to a collaborative team environment

Bonus points for:

• Bachelor's degree in Computer Science, similar field, or equivalent in industry experience
• Experience providing technical support to enterprise customers
• Experience working for (or with) an MSP
• Experience working remotely
• Experience with roaming clients
• Experience with RMM
• Experience with Hyper V, Azure, and/or Active Directory

Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Rotating 4-Day work week
• Paid company-wide week off at the end of each year
• Flexible Vacation policy
• Awesome company swag
• Home office buildout allowance
• Full medical, dental, and vision benefits for US Based Employees
• Full short-term disability and life benefits; available long-term disability
• In-person Annual Gatherings. Last time we all spent a week on a beach in Cancun!

The hiring range for this role is: $28 - $33 USD Per Hour

This role is non-exempt & is eligible for overtime as deemed necessary. This role includes a PTO day every other Friday along with Federal Holidays & unlimited vacation.DNSFilter is a pay-for-performance organization, which means there is the opportunity to advance your compensation with performance over time. The hiring base pay is dependent upon many factors such as level, function, training, transferable skills, work experience, business needs, and/or geographic location. As a fully remote company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.