Description
Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.
Join our team of innovators who are redefining insider risk management through cutting-edge technology. More than 10,000 organizations across the globe use Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market.
As a global team, Teramind embraces an inclusive and flexible work environment and team culture. We win together, learn from each other and respect each other while delivering best-in-class security solutions.
About the role
Teramind is currently seeking a Support Engineer to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Support Engineer will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The role operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard.
Your day-to-day
Provide technical support and advanced-level troubleshooting to customers
Triage complex customer service issues received through various customer service channels
Maintain high customer satisfaction while managing operational expectations
Become a product expert and maintain a deep understanding of product functionality
Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
Identify trends in support requests to help create long-term solutions
Requirements
Minimum 5 years of relevant experience as a technical support/support engineer or in a similar role
Ability to navigate comfortably in Linux and Windows shells
Extensive knowledge of PostgreSQL
Knowledge of cloud computing platforms (Azure, AWS, etc)
Knowledge of an Intercom or similar ticketing system
Understanding of B2B SaaS products, IT security, and data platforms
Ability to translate intricate technical details to simple, understandable terms
Strong interpersonal skills and ability to work with customers & cross-functional teams.
