Role Purpose Statement: As a Senior Support Engineer, you will be working in a customer-facing capacity dedicated to our top tier customers, helping to ensure they have a seamless experience using our products and navigating any issues that arise. Additionally, you will help with the resolution of any problems, working cross-functionally internally to quickly come up with the most efficient solution to ensure customers have a continuous operation of our products.

Members of the Elite team are specialists in their field and responsible for providing an exceptional level of support.

Main Responsibilities:

• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
• Meeting or exceed customer expectations on response quality, timeliness and overall customer experience
• Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Showing dedication, patience and commitment to seeing problems through to resolution. Ability to think logically and creatively, with a detail-oriented working style, such that all angles of troubleshooting/resolution are covered and captured
• Communicating with customers and partners through the online support tool, and via audio (top tier customers may call in directly) and video calls and screen-sharing sessions which will occur regularly
• Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
• Reproducing customer problems internally, to enable the development and testing of a resolution
• Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers
• Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread
• Ensuring best practices are followed and processes are adhered to, especially with
• regard to ISO27001/9001 compliance, security incidents and data breaches
• Actively prioritizing tasks/workload with self-discipline and good timekeeping
• Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction. Showing a willingness to share knowledge with team members and customers
• Participating in the weekend queue manager/on-call rosters and scheduled public holiday coverage
• Clearly communicating with all stakeholders - customers, team members, other departments, management
• Leading escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible. Showing empathy for the customer's situation and listening with the intent to understand the situation clearly
• Frequently mentoring other team members, helping with complex tickets, promoting best practices around customer service and troubleshooting, creating and reviewing knowledge base articles
• Developing a subject matter expertise in the product/service, whilst building a wide breadth of understanding of platform-wide interconnections
• Using your creative thinking, business and technical analysis skills to go beyond the existing industry standard practices, to adjust existing and create new process improvements to delight our customers. Showing a demonstrated independent interest in advanced technologies
• Leading by example with an excellent work ethic and a positive mentality to steer the team through difficult issues whilst following best practices
• Contributing to technical screening, interviewing and final selection of new team members
• Increasing contributions to the product/service and wider global team
• Being the first point of call for Urgent tickets and customer issues

 

Required Skills & Qualifications

• Technical Degree plans preferred - Computer Engineering, CIS, MIS, CS 
• Minimum of 8 years of related experience with a Bachelor’s degree; or equivalent experience
• Excellent Communication: verbal, written, listening, present confidently, know audience 
• Excellent Troubleshooting: analytical, creative thinking, inquisitive, resilient, adaptive
• Solid knowledge:  REST API, SSL/TLS, IPv4, JSON, LDAP, Proxies
• Experienced working with Linux (administration & troubleshooting), Virtualization (enterprise environment), Cloud-based platforms (AWS, Azure, Google Cloud Platform)
• DevOps deployments - Docker, Scripting, Kubernetes
• Strong collaboration and teamwork skills.

 

Preferred:

• Support experience with IAM(Identity Access Management) software

Base Hiring Range: 

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.