Support Engineer, L3 (Eastern Time Zone)

Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.

Join our team of innovators who are redefining insider risk management through cutting edge technology. More than 10,000 organizations across the globe use Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market.

As a global team, Teramind embraces an inclusive and flexible work environment and team culture. We win together, learn from each other and respect each other while delivering best-in-class security solutions.

About the role

As a Support Engineer, you will deliver technical support for Teramind platform-related issues and address any challenges with the Teramind unified user analytics platform. They will look to you for answers to everything from basic technical questions to complex architectural scenarios spanning across the entire ecosystem.

Responsibilities:

• Deliver technical support and advanced-level troubleshooting to customers
• Prioritize and handle intricate customer service issues received through multiple communication channels
• Uphold high customer satisfaction while effectively managing operational expectations
• Attain a thorough expertise in the product and maintain a profound understanding of its functionality
• Assess and dissect issues and their consequences to either resolve or elevate tickets when necessary
• Recognize patterns in support requests to contribute to the development of enduring solutions

Your day-to-day

• Develop an understanding of Teramind’s product technology by troubleshooting, reproducing, determining the root cause for customer-reported challenges, and building tools for faster diagnosis to identify and resolve future challenges
• Triage complex customer services issues received through various customer service channels
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
• Proactively engage and communicate with customers and Teramind internal teams regarding product feedback, roadmap requests, and the competitive landscape
• Maintain accurate notes/feedback/updates in CRM regarding customer input, status updates, next steps, etc.
• Identify trends in support requests to help create long-term solutions

Requirements

• Minimum 3 years of relevant experience as technical solutions/support engineer or in a similar role
• Ability to navigate comfortably in Linux and Windows shell
• Extensive knowledge of PostgreSQL
• Knowledge of Intercom or similar customer service solution
• Basic understanding of B2B SaaS products, IT security
• Ability to translate intricate technical details to simple, understandable terms
• Strong interpersonal skills and ability to work with customers & cross-functional teams
• Excellent written and oral communication skills in English

Benefits

This is a remote job. Work from anywhere!

We’re a global, distributed team looking for the finest talent. We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.

At Teramind, we’re a collaborative, forward-thinking team where new ideas come to life, experience is valued and talent is incubated.

• Competitive salary with a focus on a global market
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Ongoing training and development opportunities

About our recruitment process

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story.

You can expect up to 4 interviews:

• 20-minute Test Task
• Intro-call
• Technical Interview
• Final interview
  

All roles require reference and background checks
Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.