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

• Excellent written and verbal English communication skills
• University degree with a major in Computer Science, Engineering, or a related technical field
• 2+ years of customer support experience for a commercial software product
• Passion for providing technical support to customers and helping them gain success using client products
• Demonstrated ability to investigate and troubleshoot product issues by reproducing the problem, examining application logs, and reviewing debug messages and stack traces
• Strong problem-solving capabilities in a Software-as-a-Service (SaaS) application environment
• First point of customer contact and an ability to act independently, as well as a willingness to involve a manager and others when in need of assistance
• A quick learner who is inquisitive about new products and features
• Career-minded and willing to take on the responsibilities of learning new software development languages and tools while still maintaining an exceptionally high standard of support delivery
• Trustworthy, team-oriented, and transparent

Preferred Experience

• Demonstrated capabilities using the Chrome Browser Development Toolset when appropriate to solve specific problems
• Experience with Atlassian/Jira
• Experience with Linux commands and networking will be a significant advantage
• Other skills that will help the candidate stand out are as follows:
• REST APIs (in Postman)
• JavaScript basics (any programming language)
• Basic SQL commands
• Log aggregation and monitoring tools, such as DataDog
• Experience using project management tools, such as Jira

Additional Information

• Knowing your ideas are heard and matter, think big!
• You get to own your job and be recognized for your contributions
• Work with innovative and creative people
• Making mistakes is human. Let's learn from them. Be transparent!
• We recognize you as an individual, with no presumptions or judgment. Be the extraordinary you!
• 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays
• Start: ASAP

Core Client Values

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

• Trust: We strive to continuously earn the trust of our team, customers, investors, and all other stakeholders, proving we are dependable
• Health: We are diligent caretakers of the health of the business, but never prioritize it over the mental and physical health of our team
• Respect: We are passionate about being respectful and courteous. There's no excuse for being a jerk
• Evidence-Based Decisions: Our strategy and operations are driven by evidence, which we collect from our customers, product, team, and partners
• Accountability: We are fanatical about transparency and hold ourselves accountable for everything we do
• Diversity: We work hard to nurture a team that is diverse in identity, belief, background, thought, and experience. Our diversity makes us stronger

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!