Technical Support Engineer (Tier 2)

We are looking for a full-time, remote Technical Support Engineer with 2+ years of software support experience to join our U.S. client's customer support team. In this role, you will provide daily technical support, assisting customers in resolving their software and compliance-related issues. You will work closely with the Sales, Customer Success, Engineering, and Product teams, and you will have access to tool subscriptions, such as Enterprise ChatGPT, Grammarly, and GitHub Copilot (if required), to deliver exceptional support.

Our client makes trust-building in business relationships effortless. With greater trust comes greater business growth. At their core, our client takes the drudgery out of compliance by automating critical compliance activities and bringing joy into a traditionally drab space. The client's software platform enables companies to quickly and cost-effectively adopt formal security and privacy programs, measure their efficacy against compliance standards, and share achievements with customers via AI to answer security questionnaires. As a result, compliance becomes habitual, simple to understand and implement, and continuously verifiable, allowing businesses to gain transparency into their compliance status.

Responsibilities

• Drive resolution of customer issues, act as a customer advocate, and maintain happy and satisfied customers
• Follow the client's customer support process and meet established service level agreements (SLAs)
• Triage support requests by conducting a first-level investigation of technical product issues
• Provide continuous and timely updates on issue resolution status to customers and key internal stakeholders
• Engage with the Engineering team to ensure timely resolution of customer issues according to SLAs and escalate when necessary to meet those goals

Required Experience

Preferred Experience

Additional Information

Core Client Values

The client's values are threaded into the very fabric of their culture.

The client celebrates diversity. Joyfully building a product that everyone loves requires a team with different perspectives, experiences, and backgrounds. It is why they are committed to bringing people on board from diverse backgrounds, races, religions, national origins, gender identities, sexual orientations, gender identities, ages, disabilities, or veteran statuses.

About Velozient

We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources to work as valued team members for our clients. If this type of opportunity excites you, then consider joining our team!