Support Engineer, SpyCloud

• The ideal candidate will be passionate about delivering industry-leading customer support to SpyCloud’s customers
• 3+ years of customer support experience in technical environments
• Technical and Analytical Skills:
• Strong affinity with internet technologies and knowledge of customer relations technical processes
• Exceptional problem-solving capabilities and ability to adapt to new processes and procedures quickly, while dealing with many varied technical support requests and challenges
• Organizational Skills:
• Stellar organizational skills and ability to manage multiple projects with multiple deadlines simultaneously
• Creative Problem Solving:
• Ability to think on your feet and come up with creative solutions to non-obvious problems
• Customer Empathy:
• Empathy for customer challenges and enjoyment in problem solving
• Familiarity With:
• Software as a Service (SaaS) solutions
• DevOps
• REST APIs
• Programming languages (Python, JSON, JavaScript, etc.) interaction with a REST API (synchronously, asynchronously, parsing results)
• HTTP Error codes and their relationship to REST API calls
• Education:
• Bachelor's degree (BA/BS) required
• Bachelor’s degree in a technical related field required (e.g., Computer Science, Information Systems, Business, or equivalent) preferred
• Advanced certifications or training in technical support operations, ITIL, or customer experience strategy is a plus

Desirable

• SpyCloud is seeking a Support Engineer to join our 24x7 global support operations
• This role reports to the Director of Customer Support and assists ensuring that customers receive high-quality, technically sound support with a focus on speed, satisfaction, and operational excellence
• They will be focused on driving the use of leading-edge tools, documentation, and processes that continuously enhance and customer experience and leveraging
• The right candidate will drive to remove every possible barrier in helping our customers to disrupt cybercrime that could impact their business
• Technical Support:
• Provide technical support for our enterprise customers and partners via phone, web-based tools, and email
• Integrate as part of our Global Support team
• Product Understanding:
• Develop a deep understanding of SpyCloud’s products
• Issue Troubleshooting:
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
• Reproduce customer issues and, if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation requirements
• Customer Expectations:
• Meet or exceed customer expectations on response quality, timeliness of response, and overall customer experience
• Communication and Improvement:
• As one of the key contacts with our customers, effectively communicate areas of improvement for both product and services
• Help track support metrics and share findings you identify
• Uphold and improve our first response time and high standard for customer satisfaction