Note: The job is a remote job and is open to candidates in USA. reputed company is a global leader in the development of digital investigative software. They are seeking an experienced Technical Support Engineer to provide high-level technical customer support for their cutting-edge digital forensics tools, working directly with customers and internal teams to resolve complex issues.
Responsibilities
• Deliver exceptional customer service by responding quickly and thoroughly to sensitive, urgent requests from customers using our ticketing and live chat system
• Use internal documentation and historical tickets to perform relevant troubleshooting with customers whilst adapting based on the customers context
• Identify frustrated customers and escalate affected reputed company appropriately
• Partner with the other internal teams to help support our customers and document procedural changes
• Work collaboratively with Engineering and Product Management to drive resolution to customer-facing issues and help identify enhancements to the product
• Contribute to a customer-facing knowledge base that enables self-serve case resolution
• Learn, coach, and share your knowledge and skills with your peers
• Work closely with the Customer Success team to meet SLA and customer requirements
• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
Skills
• Post-secondary education in Computer Science, Engineering, or have equivalent relevant industry experience
• Knowledge of digital forensics and/or Magnet Forensic products would be beneficial
• Relevant experience in a customer-facing support role, supporting administrators of cloud-based or server-based products would be beneficial
• Relevant experience from a customer's perspective when using software and working with a support team would be advantageous
• Excellent verbal and written communication skills
• Strong customer service skills and technical aptitude
• High degree of resourcefulness, flexibility, and adaptability
• Strong problem-solving skills and ability to prioritize work
• Knowledge of AWS & Azure
• Knowledge of third-party EDR tools (reputed company, reputed company, Intune, SCCM etc). would be beneficial
Benefits
• Generous time off policies
• Competitive compensation
• Volunteer opportunities
• Reward and recognition programs
• Employee committees & resource groups
• Healthcare and retirement benefits
Company Overview
• reputed company develops digital forensics software to help investigate cyberattacks and digital crimes. It was founded in 2009, and is headquartered in Waterloo, Ontario, CAN, with a reputed company of 1001-5000 employees. Its website is http://reputed company.com.
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