Technical Support Engineer

Responsibilities:

• Provide exceptional client experience by researching, diagnosing, and responding to client inquiries in a though and professional manner
• Actively identify incidents and manage the incident resolution process
• Take ownership and accountability for customer problems ensuring a coordinated and unified response to clients
• Manage day-to-day incident and problem resolution
• Ensure critical customer issues are addressed quickly and effectively by collaborating with Global Support, Product Development, Professional Services, and Security in a global environment
• Be proactive in identifying preventative measures and early warning mechanisms to reduce customer issues and escalations
• Aid with the development and improvement of the Cymulate solution by gathering feedback to identify recurring issues
• Provide E-Mail, web, and on-call support as part of a global team

Requirements:

• 2 years minimum of experience in a technical role (engineering, technical sales and/or support)
• English and Spanish or Portuguese fluency; Excellent written and verbal communication skills
• Ability to quickly adapt and master new technology
• Familiarity with using Zendesk
• Highly self-motivated
• Exceptional customer service orientation, experience providing white-glove support
• Experience working in a team-oriented, collaborative environment
• Strong technical skills and a passion for supporting our community
• Great interpersonal skills and multitasking ability
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt to any situation
• Resolve problems independently and understand escalation procedure
• Knowledge of IT environments and OS (Windows, Mac, Linux)
• Knowledge of networking solutions such as FW WAF