WHAT YOU WILL BE DOING

• Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels.
• Demonstrate a deep understanding of our products and its integration with clients’ systems to offer effective solutions and guidance.
• Support the client/partner administrators across multiple organizations.
• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues.
• Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, or configuration.
• Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.
• Document new processes and keep existing documentation and tools up to date as the environment changes.
• Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.
• Ability to work off-hours when needed.

WHAT YOU BRING

• 7+ years of hands-on experience in support roles, working directly with enterprise customers.
• 7+ years of proven experience in troubleshooting methodologies and problem-solving skills.
• 3+ years of working in a startup environment and the ability to thrive in a fast-paced, agile atmosphere.
• In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siems tools
• Expertise in OS systems, including, Windows, Mac and Linux.
• Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol.
• 5+ years of experience working with Cloud Services like AWS, GCP and Azure
• 5+ years of experience with support methodologies and tools (Confluence, Salesforce, Jira).
• Advantage - Bachelor’s degree in Computer Science, Engineering, or a related field.