Remote Opportunity at SecurityScorecard
Technical Support Engineer
About SecurityScorecard:
SecurityScorecard is an industry-leading cybersecurity company backed by Google, Sequoia, and Riverwood. Our mission is to make the world a safer place. We measure your vendors' cyber-health by assigning a security rating of "A" through "F" based on outside-in, non-intrusive data. Our Comprehensive security ratings, advanced data analytics, and actionable insights discover Third-Party Vulnerabilities & Security Gaps In Real-Time.
SecurityScorecard is headquartered in NYC with 500+ employees globally as a remote first company. Our culture has helped us be recognized by Inc Magazine as a "Best Workplace," "Best Places to Work in NYC" by Crain's NY, and one of the 10 hottest SaaS startups in NY for two years in a row.
About The Role:
- A Support Engineer acts as the voice of the custom to ensure technical support and best practice guidance are provided within published SLAs and to the highest satisfaction levels
- Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution
- Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
- Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy the product
- Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible
- Collect information and document bugs with Engineering for product issues that are impacting customers
- Contribute to and maintain repository of product area specific knowledge within support and promote a culture of team knowledge share and collaboration within the support organization
- Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers
- Be a customer advocate for timely resolution of the problems reported, understand the environment / network and impact on business
Please note that you may be required to perform additional job responsibilities as assigned.
Qualifications:
- Minimum 3+ years of customer support, technical support, system administration, or related customer-facing role
- Familiarity with Mandarin/Japanese is a plus
- BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience
- Prior experience providing support to large enterprise customers with the ability to communicate effectively with senior leadership
- Experience working with Salesforce, Zendesk, Jira or similar.
Our Benefits:
- Competitive salary
- Comprehensive benefits including healthcare, life, disability, and wellbeing benefits
- Tax advantaged accounts including HSAs and FSAs
- New Parent Leave (after six months)
- Unlimited PTO
- Access to learning platform & company professional development events
- Employee Referral Bonus
- 401(k)
- Company Wide Employee Monthly Wellness Day
- Additional benefits including employee stock options, tuition reimbursement, EAP, and more
Note:
- Please be aware of all forms of fraud.
- Always avoid job vacancies that charge fees during the recruitment process, because looking for work is actually an attempt to find and get paid, and not to be collected.
- byAcross always tries to help sort and filter published job vacancy information. However, it would be nice if it was accompanied by better insight from the Acrosser.
Tag: DB, Developer, Tech Industry, Japan, Asia.
