Technical Support Engineer

About SecurityScorecard:

About the Role

A Support Engineer acts as the voice of the custom to ensure technical support and best practice guidance are provided within published SLAs and to the highest satisfaction levels.

Key Responsibilities

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy the product
• Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible
• Collect information and document bugs with Engineering for product issues that are impacting customers
• Contribute to and maintain repository of product area specific knowledge within support and promote a culture of team knowledge share and collaboration within the support organization
• Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers
• Be a customer advocate for timely resolution of the problems reported, understand the environment / network and impact on business

Please note that you may be required to perform additional job responsibilities as assigned. 

Qualifications:

• Minimum 3+ years of customer support, technical support, system administration, or related customer-facing role
• BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience
• An equivalent combination of education and experience will be accepted 
• Prior experience providing support to large enterprise customers with the ability to communicate effectively with senior leadership
• Experience working with Salesforce, Zendesk, Jira or similar.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law. 

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law. 

SecurityScorecard does not accept unsolicited resumes from employment agencies. 

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Last updated on Aug 21, 2024