Senior Technical Support Engineer | Remote US

About Coalfire

Coalfire is on a mission to make the world a safer place by solving our clients’ hardest cybersecurity challenges. We work at the cutting edge of technology to advise, assess, automate, and ultimately help companies navigate the ever-changing cybersecurity landscape. We are headquartered in Denver, Colorado with offices across the U.S. and U.K., and we support clients around the world.

But that’s not who we are – that’s just what we do. 

We are thought leaders, consultants, and cybersecurity experts, but above all else, we are a team of passionate problem-solvers who are hungry to learn, grow, and make a difference.

And we’re growing fast. 

We are looking for a Senior Technical Support Engineer to join Coalfire's Product team.

Job Summary

As a Senior Technical Support Enginner, you'll be the key to our clients’ success with Coalfire technology-enabled solutions. In this role, you'll rely on your deep understanding of Coalfire technology to resolve customer issues and ensure they are successfully using the solutions, and work with internal teams to help provide the best client experience.

What You'll Do

• Understand, troubleshoot, triage, and diagnose customer reported issues.
• Update customers and internal teams on progress of customer issues using their technical knowledge and unique solutions.
• Test and replicate customer issues as part of troubleshooting process.
• Work closely with engineering to resolve customer reported issues.
• Work closely with Customer Success to understand customer concerns and consistently deliver value.
• Work closely with Product Management to define new requirements and use cases from customer issues and feedback.
• Assist management in creating training materials for customers and team members.
• Advocate on behalf of customers internally to ensure positive experience.

What You'll Bring

• 5+ years of technical support experience or other technical experience
• Experience supporting enterprise software systems in SaaS environments.
• 2+ years Customer support experience
• Technical troubleshooting skills
• Experience with browser debugging and http error codes.
• Experience troubleshooting external dependencies.
• Experience with MongoDB and Microsoft Sql Server
• Experience with Rest APIs
• Experience with Authentication protocols: SAML, SSO
• Ability to read and understand JSON and XML
• Familiarity with Excel for managing reports.
• Strong analytical skills and ability to break up complex problems into individual issues.
• Ability to work independently and as a team player.
• A passion for excellent customer experience and a proven track record of putting customers first.
• Excellent written and verbal communication skills
• Strong organizational skills with the ability to multi-task in a fast-paced environment

Bonus Points

• Knowledge of security or compliance
• Experience managing Jira
• Bachelor's Degree preferred

Why You'll Want to Join Us

At Coalfire, you’ll find the support you need to thrive personally and professionally. In many cases, we provide a flexible work model that empowers you to choose when and where you’ll work most effectively – whether you’re at home or an office.

Regardless of location, you’ll experience a company that prioritizes connection and wellbeing and be part of a team where people care about each other and our communities. You’ll have opportunities to join employee resource groups, participate in in-person and virtual events, and more. And you’ll enjoy competitive perks and benefits to support you and your family, like paid parental leave, flexible time off, certification and training reimbursement, digital mental health and wellbeing support membership, and comprehensive insurance options.

At Coalfire, equal opportunity and pay equity is integral to the way we do business. A reasonable estimate of the compensation range for this role is $58,000 to $101,000 based on national salary averages. The actual salary offer to the successful candidate will be based on job-related education, geographic location, training, licensure and certifications and other factors. You may also be eligible to participate in annual incentive, commission, and/or recognition programs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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