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Technical Support Engineer
hace 2 meses
**About the Role**
We are seeking an experienced Technical Support Engineer to provide exceptional customer service and promote our values throughout the entire support team at Transmit Security. As a key member of our team, you will be responsible for delivering technical assistance by resolving complex technical issues, troubleshooting, and restoring the functionality of our complete security solution.
**Key Responsibilities**
- Handle incoming tickets through our support portal independently and in a professional manner.
- Troubleshoot Transmit Security platform issues reported by our customers, including functionality, usability-related issues, and complex problems.
- Interact effectively with a wide variety of customers with different requirements and backgrounds, including customer development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices.
- 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.
**Requirements**
- 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.
