Technical Support Engineer
Employment Information
Job Description
Technical Support Engineer at IONIX addressing customer issues while working in a fast-paced startup environment. Collaborating with R&D and Sales teams, providing training and technical support to global clients.
Responsibilities:
- Provide first-line technical support to clients.
- Work closely with R&D and Product teams to resolve complex technical issues, document product defects and feature requests, and influence the product roadmap by identifying patterns based on data-driven analysis of support tickets and customer feedback.
- Collaborate with Customer Success and Sales teams on product issues impacting customers in compliance with SLA requirements, drive key escalations internally, and join escalation calls with customers as needed.
- Conduct training sessions and webinars for clients to enhance their understanding and use of our products.
Requirements:
- Prior technical experience around Cyber security subject matters (web / network security).
- 2+ years of experience providing world-class customer support as a support at enterprise organizations for Security and SaaS platforms, with a proven ability to effectively prioritize and escalate customer issues, take full ownership and drive rapid resolution, focus on customer experience, and minimize customer impact.
- Previous startup experience is a must.
- Excellent technical skills: Log Analysis, Troubleshooting of Bug Reports.
- Excellent written and verbal communication skills, including communicating technical concepts clearly and effectively.
- Fluency in English; fluency in Spanish is highly desirable.
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