Support Engineer

Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform. As a global team, Teramind embraces an inclusive and flexible work environment and team culture.

We win together, learn from each other and respect each other while delivering best-in-class security solutions.

About the Role

Teramind is currently seeking for a Support Engineer to join our support team.

The Support Engineer operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard.

Your day-to-day

• Provide technical support and advanced-level troubleshooting to customers
• Triage complex customer services issues received through various customer service channels
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
• Identify trends in support requests to help create long-term solutions

Requirements

• Minimum 3 years of relevant experience as technical support/support engineer or in a similar role
• Ability to navigate comfortably in Linux and Windows shell
• Extensive knowledge of PostgreSQL
• Knowledge of Zendesk or similar ticketing system
• Basic understanding of B2B SaaS products, IT security
• Ability to translate intricate technical details to simple, understandable terms
• Strong interpersonal skills and ability to work with customers & cross-functional teams

Benefits

At Teramind, we're a collaborative, forward-thinking team where new ideas come to life, experience is valued and talent is incubated.

• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Professional development budget

This is a remote job. Work from anywhere!

We're a global, distributed team looking for the finest talent. We've been thriving as a fully-remote team since 2014.

To us, remote work means flexibility and having truly diverse, global teams.

About our recruitment process

We don't expect a perfect fit for every requirement we've outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 4 interviews

You can expect up to 4 interviews:

• Complete form (15')
• Intro-call (30 min)
• Technical Interview (1h)
• Final interview (1h)

All roles require reference and background checks

Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.