Technical Support Associate

August 27

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Secureframe

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SOC 2 • ISO 27001 • Security • Compliance • Audit

51 - 200

💰 Series B on 2022-02

Description

• Be a technical product knowledge expert on our platform with guidance from team members. • Use your technical aptitude and customer service skills to resolve questions and issues for users. • Provide timely and accurate responses to customer questions within established SLAs. • Coordinate with Engineering and Product on issues and feature requests; identifying patterns and recommending improvements. • Work alongside Customer Success Managers to help customers unblock themselves. • Contribute to the creation and maintenance of customer-facing product documentation. • Take part in knowledge sharing and cross-training activities to strengthen the overall effectiveness of our team. • Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of issue reports and change requests. • Attend customer meetings to assist with troubleshooting bugs and document accordingly for future needs.

Requirements

• 3+ years of experience in technical customer support. • Experience supporting and troubleshooting cloud environments (AWS, Azure, GCP) and other SaaS tools (GitHub, Atlassian, HR software, etc). • Proficiency in debugging tools like DataDog, Sentry, Retool, etc. • Superb debugging skills, specifically resolving error responses from API integrations (experience using the Chrome debugger, reading logs, and understanding error responses from APIs). • Strong preference for someone with a compliance background and a willingness to learn more about various compliance frameworks (SOC 2, ISO 27001, PCI, or others). • Proficiency using support and ticketing systems. We use Zendesk and Jira. • Resourceful, self-starter, and customer centric. You'll figure out what needs to be done, and you find ways to make it happen. • Provide clear written and verbal communication to both technical and non-technical audiences. • Excellent time management and organization skills.

Benefits

• Medical, dental, and vision benefits for you and your dependent(s) • Unlimited PTO • 401(k) • Paid family leave • Ground floor opportunity as an early member of the team