B2B Technical Support Engineer
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Job Description
Technical Support Engineer providing technical support to customers in cybersecurity sector. Working on troubleshooting and resolving software and hardware issues for customers effectively.
Responsibilities:
- Respond to customer support requests via phone, email, or chat in a timely and professional manner
- Identify, diagnose, and resolve technical issues related to software, hardware, and network connectivity
- Document support tickets and maintain accurate records of customer interactions and resolutions in Zendesk
- Work closely with other teams, such as development and quality assurance, to escalate and resolve complex technical issues
- Assist with the development and maintenance of technical knowledge base articles and documentation to assist customers and colleagues with common technical issues
- Participate in regular team meetings to discuss technical issues and opportunities for process improvements
- Provide training and guidance to colleagues and customers on technical issues as needed
Requirements:
- Ability to speak English fluently
- Ability to work flexible hours, including evenings
- Rotational weekend shifts are required
- Bachelor's degree (preferred but not required) in computer science, Information Technology, or related field, or equivalent work experience
- 1+ years of experience in a technical support role
- Strong technical troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Ability to work independently and as part of a team
- Experience with ticketing systems, such as JIRA or Zendesk
- Familiarity with network protocols, hardware, and software.
Benefits:
- Comprehensive medical, dental, and vision insurance coverage
- Employee Referral Bonus Program
- Wellness programs
- 401k and employer matching for (US Employees)
- Comprehensive Time Off policy
- An opportunity to do something great for yourself and the world! (Benefits and Perks subject to change by country/region)
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