Technical Support Engineer, C1

• We are PUMPED to expand the technical support team! Looking for someone with a technical SaaS background that thrives on getting in front of customers - whether that's managing the support queue, project managing complex issue resolutions, or hoping on a call to solve issues that arise
• 3+ years in a technical support, solutions engineering, or DevOps role with a focus on IAM, IT, Security space
• Open to working the East Coast hours
• Hands-on experience with HTTP APIs (REST, OAuth), authentication protocols, and connector/integration development
• Solid knowledge of Docker and Kubernetes, especially for troubleshooting containerized applications
• Comfort working with on-prem infrastructure/hybrid cloud deployments
• Clear, empathetic communicator with a knack for distilling complex problems and guiding customers to solutions

Desirable

• Product Knowledge: Develop a deep understanding of the technical side of our products to provide guidance and support to customers. Including staying updated on new features and best practices
• Technical Support: Act as a point of contact for technical support, helping customers troubleshoot issues, and escalate technical concerns to the right internal team. Quick turnaround on response [under <1 hour is our response time goal] and project managing the fixes with internal teams is a big one!
• Problem Solving: All in… you like problems… this excites you! At C1 you are not solving problems in a silo, the culture here is to support each other and work as a team - this role just needs to thrive on working through daily complex problems that may come up
• Customer Training: Conduct training sessions for customers to ensure they understand how to use the platform effectively, especially when it comes to more robust features. This may involve creating and delivering training materials or hands-on workshops
• Improving Process: Help the team find opportunities to automate internal and external customer tasks, lead the charge in making that change management smooth and efficient
• Feedback Collection: Gather customer feedback on the product, services, and overall experience. Use this feedback to inform product improvements and advocate for customer needs within the organization
• Data Analysis: Utilize data and analytics to assess customer usage patterns, identify potential issues, and offer data-driven insights to help customers maximize the value of our solutions
• Cross-functional Collaboration: Collaborate with internal teams to align on customer needs and ensure issues are resolved quickly according to prioritization methods