Description:
We are looking to hire a skilled Product Support Engineer to assist our customers with all technical issues around our products on the Insider Threat Management (ITM) Platform. This is a customer-facing role and as a core function, you will be required to respond to customer tickets and assist customers via phone, email, and chat and resolve technical support issues in this product area. This may include Software or application issues related to the product or the Operating System (OS) that the customer is using, diagnosing issues, Installation/Upgrades, and other related issues. You will be required to collaborate with Engineering, Product Management, and Escalation teams to ensure customer success. A top-class Technical Support Engineer who provides valuable assistance and support while maintaining strong customer relations.
Responsibilities
- Responding to technical support tickets and providing remote support to customers
- Working with customers to diagnose and resolve issues within specific response guidelines.
- Manage product escalations, function as a liaison between customers, and various levels of tiered support.
- Installing/Upgrading software related to this product area.
- Diagnosing and troubleshooting the ticket issues that can be related to software, networking, and hardware.
- Documenting work in the ticketing system (Salesforce experience preferred)
- Act as Subject Matter Expert in required technology area
- Document technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.
- Ability to think “out-of-the-box” and develop creative solutions to address clients’ requirements
Requirements For The Role
- 3+ years of experience in Technical Support, Product Support, Customer Engineering, or a similar customer-facing technical role.
- Strong ability to read and analyze XML and JSON data, interpret API requests and responses, and troubleshoot issues involving REST APIs.
- Experience analyzing applications, browser developer tools, endpoint telemetry, system logs, and regular expressions (regex) to diagnose and resolve complex technical issues.
- Strong hands-on experience supporting and troubleshooting macOS environments is required.
- Experience deploying and managing macOS devices using MDM solutions such as Microsoft Intune or Jamf Pro.
- Solid understanding of operating systems, web services, and networking fundamentals.
- Knowledge of hardware platforms and networking technologies.
- Demonstrated ability to troubleshoot complex software, hardware, and system integration issues.
- Strong technical diagnostic, analytical, and problem-solving skills.
- Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
- Experience administering and troubleshooting Microsoft Windows environments is highly desirable.
- Experience with Linux system administration, including system and network configuration, software installation, troubleshooting, and scripting (Bash, PowerShell, or Python), is highly desirable.
- Experience with one or more technologies in each of the following categories
- Operating Systems Windows 10/11, Windows Server 2016/2019/2022, Linux, macOS
- Web Technologies IIS, Node.js, JSON, REST APIs, and web services
- Bachelor's degree in Computer Science, Computer Engineering, or a related technical discipline, or equivalent practical experience.Product Support Engineer