Tier 3 Technical Support Engineer

hace 2 meses

Ciudad de México Transmit Security A tiempo completo

**About the role**:
We are looking for an experienced Technical Support Engineer to provide excellent customer service and to promote our values throughout the entire support team. Transmit Customer Support provides technical assistance by resolving complex technical issues by triaging, troubleshooting, performing root cause analysis, and restoring the functionality of the complete Transmit Security solution.

Customer Support Coverage is 24x7x365, supporting activities such as incident & problem handling, access to software releases, delivery of software patches, and update knowledge base.

**What you'll do**:

- Handle incoming tickets through the Support portal independently and in a professional way
- Troubleshoot Transmit Security platform issues reported by Transmit customers, including functionality, usability related issues, and complex issues
- Interact effectively with a wide variety of customers with different requirements and backgrounds, including the customer's development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices
- Escalate on time to the engineering teams and coordinate on the problem resolution.
- Improve the overall customer support experience of Transmit Security
- Evaluate root cause analysis to eliminate recurring customer issues
- Identify areas for continued learning and development
- Take ownership of customer issues and follow problems through to resolution
- Collaborate cross functionally with Services, Engineering and Product teams
- Meet all SLAs and KPIs

**What you'll need**:

- Bachelor's degree in Information Technology, Computer Science, or equivalent experience
- At least 4 years of Technical Support engineering experience
- Experience working with ticketing systems such as Salesforce
- Hands on experience in on-premise as well as SaaS customer support environments
- Strong analytical and troubleshooting skills
- Service-oriented personality with a can-do attitude
- Experience with monitoring tools (Datadog or others)
- Experience supporting REST API (API Gateway)
- Familiar with SaaS and Cloud environments like Salesforce, GCP (& GSuite), Azure, AWS
- Familiar with web based products - different OS browsers (Cookies, local storage, incognito)
- Knowledge on authentication technologies such as FIDO-based biometrics
- Knowledge on Authentication, Federation SSO protocols and specifications: OIDC (2.0), OAuth, SAML, etc
- Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
- Good knowledge on Mobile Platforms (IOS, Android)
- Resourcefulness and problem-solving aptitude
- A team player with the ability to work independently
- The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our Culture, but our Reputation and Achievements as well. We encourage diversity and embrace our employees' differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique._
- A background check is required for all North America employees._
- #LI-CY1 #LI-Remote_

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