Customer Support Engineer
4 days ago
Description
• Provide expert-level technical support to customers, addressing complex issues and inquiries related to products or services through various channels such as email, phone, chat, or remote sessions. • Utilize remote access tools, diagnostic utilities, and other resources to identify and troubleshoot technical issues reported by customers related to our products and systems they are running on. • Guide customers through step-by-step solutions, including configuration, installation, and usage of products. • Collaborate with cross-functional teams, such as development, quality assurance, and product management, to resolve complex issues effectively. • Develop and maintain a comprehensive understanding of Binalyze’s products to address customer inquiries accurately, tracking and testing product updates from a technical support perspective. • Apply critical thinking and problem-solving skills to assess complex technical situations and provide innovative solutions. • Identify patterns and trends in customer issues and collaborate with the product and development teams to address common problems. • Document customer interactions, issues, and solutions in a knowledge base and ticketing system. • Create and update troubleshooting guides, FAQs, and other customer-facing documentation to facilitate self-service support. • Communicate technical information clearly and effectively to both technical and non-technical customers. • Provide timely and accurate updates to customers regarding the status of their reported issues. • Ensure that customer interactions are professional, empathetic, and customer-focused. • Gather customer feedback and insights on product usability, performance, and features. • Compile and relay customer feedback to relevant departments to contribute to product improvements and enhancements. • Escalate critical and unresolved issues to higher-level support or development teams as required. • Provide detailed and well-structured information to assist higher-level support teams in problem resolution. • Serve as the bridge between customers and the Binalyze, advocating for customers' needs and ensuring their satisfaction. • Strive to exceed customer expectations and maintain a high level of customer satisfaction. • Monitor and report on key performance metrics related to customer support, including response times, resolution times, customer effort scores (CES), and more. • Implement strategies to improve performance and meet or exceed service level agreements (SLAs).
Requirements
• 5 years of experience providing tier 2/3 technical support, preferably at the vendor level • Bachelor’s degree or above in Computer Engineering, Computer Science, or related technical field • Fluent in English • Experience in scripting languages (such as Bash, Python…) to be able to implement automations. • Knowledge of Linux, Windows, and MacOS operating systems • Experience using and configuring ticket management systems like Zendesk, JIRA Service Desk, Freshdesk. • Knowledge of cyber security technologies at the network and application layers. • An understanding of Software Development processes • Ability to apply critical thinking and problem-solving skills to assess complex technical situations and provide innovative solutions. • Proven experience and ability to communicate with customers professionally and empathetically, ensuring a positive customer experience even in challenging situations. • You're able to clearly explain technical concepts to customers, providing step-by-step instructions and guidance. • Eager to stay up-to-date with industry trends, technologies, and product updates to ensure expertise in relevant domains. • Start Up Experience: You thrive in a fast-paced, collaborative environment. You're a team player, inquisitive, proactive, reliable, and driven • You're flexible and adaptable - willing to work flexible shifts to enable the team to provide 24/7 coverage for our customers which will include some evening, overnight, weekend and holiday coverage.
Benefits
• 28 days holiday allowance + wellbeing days + birthday off! • Private medical insurance for you and your family • A supportive and collaborative team that's as passionate as you are. • Home office setup support • Great opportunities for growth and development • Sodexo meal card • Entertainment allowance - Netflix / Spotify
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