[Remote] Customer Support Engineer
Note: The job is a remote job and is open to candidates in USA. RemoteHunter is connecting candidates with a leading organization in SaaS security that focuses on preventing data breaches. The Customer Support Engineer role involves troubleshooting complex technical issues, managing cases, and synthesizing customer feedback to enhance product offerings and support functions.
Responsibilities
- Respond to customer inquiries through the support queue
- Debug issues, create reproducible test cases, and validate fixes and workarounds
- Diagnose and resolve customer problems with assistance from product and customer success teams
- Own case management through resolution, coordinating with product, engineering, and customer success teams
- Track support metrics and share insights
- Develop deep expertise in the organization’s platform and products
- Contribute to building and improving the support organization and processes
- Advocate internally for customer issues
- Ensure customers derive maximum value from their deployment
Skills
- 1-2 years of technical support experience
- Experience with Zendesk
- Ability to triage, diagnose, and resolve customer support requests
- Strong attention to detail, process, and quality
- Self-motivated with the ability to learn complex technical concepts independently
- Conversationally fluent in spoken and written English
- Four years of combined experience in technical support or software development
- Ability to translate technical concepts into business solutions for customers
- Familiarity with SaaS products like Salesforce, M365, Zoom, Box, ServiceNow, or Workday
- Background or interest in security engineering and new technologies
Benefits
- Stock options available as part of the compensation package
- Home office stipend
- Generous paid time off, paid company holidays, and floating holidays
- Paid parental leave, paid sick time, and paid family leave for applicable states
- Health insurance covering medical, dental, and vision with HSA option
- Employee assistance program and company-provided life insurance
- Supplemental life insurance options, AD&D, STD/LTD
- 401(k) and Roth retirement savings plans
- Monthly wellness benefit reimbursement
Company Overview