Solutions Support Engineer

Description

The browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web-based SaaS applications.

At Seraphic, we are revolutionizing browser security. Our patent-pending technology offers unmatched protection against zero-day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage.

Why Seraphic?

• Cutting-Edge Protection: Full defense against all browser threats
• Seamless Access: Browse internal sites and private applications directly from your browser without a VPN or a remote desktop
• Innovative Environment: Be part of a team leading the cybersecurity frontier shaping the modern solutions impacting billions of users
• Challenging Technologies: Engage with a rich SaaS app, high-scale backend processing millions of requests, and a core networking solution, all with the highest level of security
• Innovation and Leadership: Leverage our patented technology and leadership recognition, such as Frost & Sullivan's 2024 Enabling Technology Leadership Award for Global Zero Trust Browser Security
• Collaboration and Team: Work with industry experts in a collaborative environment to solve complex problems

This is an exciting opportunity to join a fast-growing start-up company, consisting of talented team players, with the best-of-breed solution revolutionizing browser security.

Join us in shaping the future of secure browsing!

We are looking for a proactive and detail-oriented Solutions Support Engineer.

What You'll Do:

• Onboard new customers, ensuring smooth initial integration with our products
• Provide comprehensive technical support, diagnosing and resolving customer issues efficiently
• Configure and customize Seraphic products to meet specific client environment requirements
• Collaborate closely with product and R&D teams to address technical challenges and suggest system improvements
• Support sales teams by offering technical expertise during pre-sales processes
• Develop and maintain technical documentation, including user guides and FAQs

Requirements

What You’ll bring with you:

• 2+ years of technical experience in customer support, Professional Services, technical support, or related technical customer-facing role
• Understanding of cybersecurity threats, vulnerabilities, and best practices - Experience with browser security is an advantage
• Familiarity with common web protocols
• Experience in diagnosing and resolving issues related to proxies andfirewalls
• Proven experience with deployment tools like: SCCM, Intune and JAMF
• 2-3 years of system management experience across Windows, Linux, and macOS
• Familiarity with ticketing systems like Jira and Zendesk
• Ability to write clear and concise troubleshooting guides, FAQs, and process documents
• Problem solving attitude and analytical thinking, self-motivation and dedication to solving customer problems based on understanding the true pain of the customer, and finding data-driven solutions
• Great project management skills and able to communicate effectively with different stakeholder groups across a diverse set of industries, sizes, and experience level
• Ability to multitask and prioritize several projects simultaneously
• Self-motivated with dedication to understanding customer challenges
• Exceptional written and verbal communication skills for both technical and non-technical audiences
• Problem-solving mindset with analytical thinking
• Excellent English proficiency - both written and verbal