Technical Support Engineer

Description

Silverfort is on a mission to bring identity security everywhere – to every human, machine, and AI agent, both on-prem and in the cloud. Our unique technology secures identities & access at runtime, in ways that weren’t possible before. With the broadest identity security platform in the market, trusted by more than 1,000 customers including many Fortune 100 companies, Silverfort is uniquely positioned to lead the fast-growing identity security category.

Joining Silverfort means becoming part of a fast-moving team with a culture of innovation and collaboration, that goes above and beyond to help our customers and each other, on a journey to reshape the future of identity security.

We are looking for a Technical Support Engineer to join our growing team. In this role, you will work with our customers to resolve technical issues and help them successfully use the product. You will also work closely with R&D, Customer Success, and Sales teams to improve our product and technical processes. You will be focused on East Coast hours.

Responsibilities

• Be first in line to analyze and troubleshoot incoming technical issues from our customers via email and Zoom sessions
• Provide technical how-to and best practices to ensure proper implementation of Silverfort platform, you will own and monitor issues from the start to resolution
• Work closely with the R&D teams, Field & Sales Engineers, Customer Success, and other teams to ensure smooth onboarding, deployment, and on-going relationship with customers all around the world
• Provide timely information to customer-facing teams to improve overall customer satisfaction
• Create and improve internal knowledge base articles
• Work directly with management to create and improve current support procedures

Requirements

• 3+ years of experience in global Customer Support
• Proven experience working with external customers
• Excellent knowledge in Networking - a must
• Cyber Security or Identity/Authentication background preferred
• Proven knowledge working with Linux and Windows environments
• Experience working with Active Directory
• Experience working with ticketing and support systems
• Ability to work in a fast-paced and changing environment.
• Ability to take initiative and adapt
• Ability to perform under pressure within a positive work culture
• Willingness to travel around 10% of the time
• Creative thinker and an amazing team player
• Need to be comfortable working East Coast hours
• Ability to cover on-call shifts as needed
• Located in EDT or CDT time zones