Technical Support Engineer

Brinqa; Ontario; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

Brinqa, a leader in cyber risk management, is seeking a Technical Support Engineer to ensure client satisfaction by resolving technical issues and providing expert guidance on their software products. The role requires a mix of technical prowess and excellent communication skills, focusing on customer-centric problem-solving and collaboration across teams.

Qualifications

• Minimum of 2 years of experience in technical support.
• Proficiency in troubleshooting software issues.
• Familiarity with object-oriented programming languages.

Responsibilities

• Provide timely solutions to technical problems reported by customers.
• Manage escalation of complex technical issues.
• Maintain clear communication with clients on issue status and resolutions.

Skills

Troubleshooting

Communication Skills

Problem-solving

Customer-centric mindset

Technical Proficiency

Knowledge of Linux

Database Management

Object Oriented Programming

Education

Bachelor’s degree in computer science or IT

Tools

Java/Groovy

NoSQL databases (such as Neo4j)

SQL

Nginx

Apache Tomcat

IntelliJ IDEA

JIRA

Job description

Brinqa is the leading provider of unified cyber risk management and security analytics. Our software empowers companies to make cyber risk decisions across a wide range of platforms quickly and efficiently.

We help our customers’ cyber security and technology teams discover, prioritize and treat the most important risks based on real-time risk analytics, automated risk assessments, and remediation. With actionable insights and timely communications provided by our software, our customers are reducing their response times to the constantly changing and emerging threats and saving their business from potential negative and significant impacts.

We are seeking a Technical Support Engineer. This role will work directly with Brinqa clients and plays a crucial role in ensuring customer satisfaction by resolving technical issues and providing expert guidance on our software products.

WHAT YOU WILL DO

• Technical Support: Provide timely and effective solutions to technical problems reported by customers, either through phone, email, or chat support. Diagnose software issues by analyzing error logs, querying databases, replicating problems, and performing root cause analysis. Identify and document software bugs or defects and communicate them to the engineering team for resolution.
• Case Management: Manage the escalation of complex technical issues to other teams such as engineering, ensuring customer satisfaction throughout the process. Maintain impeccable case hygiene and customer related files and records.
• Customer Interaction: Maintain clear and professional communication with clients, providing timely updates on issue status and resolutions. Foster and maintain excellent relationships with customers.
• Technical Expertise: Develop a deep understanding of the software product, its functionality, and its integrations to provide expert-level support. Stay up to date with industry trends, emerging technologies, and new product features to enhance support capabilities.
• Team Coordination: Work closely with cross-functional teams, including engineering, product management, and services to ensure seamless support delivery.

WHAT YOU'LL NEED

• Technical Support: Proficiency in troubleshooting software issues, familiarity with object oriented programming languages, and knowledge of database management and network configurations.
• Communication Skills: Excellent communication skills, strong problem-solving abilities, and a customer-centric mindset.
• Technical Proficiency: Working knowledge of Linux and Linux command-line. Basic understanding and working knowledge of databases, and 3-tier architectures.
  • Experience with Java/Groovy, NoSQL databases such as Neo4j, and familiarity with application deployments, cloud services, and software such as Nginx, Apache Tomcat, IntelliJ IDEA, and JIRA is a plus.
  • Experience writing and optimizing SQL or equivalent database query languages for data investigation, product support, and troubleshooting customer issues.
• Experience: Minimum of 2 years of experience in technical support or a similar role within the software industry.
• Educational Background: Bachelor’s degree in computer science, information technology, or a related field preferred. Relevant technical and cybersecurity certifications are advantageous.

WHY BRINQA?

Joining Brinqa means becoming part of a supportive and innovative team dedicated to making a significant impact in the cybersecurity industry. We offer a dynamic work environment, opportunities for professional growth, and the chance to contribute to solutions that protect organizations worldwide.

If you are passionate about technical support and ready to join a team committed to excellence, we invite you to apply and be part of our mission to transform cybersecurity risk management.

HERE’S A LITTLE MORE ABOUT US

Brinqa was founded in 2008 by cybersecurity and technology veterans that witnessed first-hand the significant amount of time and people it took a company to manage the various tools and resources to protect the business from the ever evolving and changing world of cybersecurity.

Building a cybersecurity platform that connects all of the relevant IT, security, and business data resources to create a common data view with actionable insights would give companies a resource that would allow them to respond faster, smarter and more efficiently.

In June 2021, with a solid and effective product benefiting and significantly impacting Fortune 50 companies, Brinqa received its first and only institutionalized funding with Insight Partners. Investing $110M and a minority position in the business, Insight Partners provided Brinqa a way to provide their cybersecurity platform product to more enterprise companies by building their employee base with expertise in Sales, Marketing, Customer Success, Professional Services and People.

It is an exciting time of growth and for individuals to make an immediate and lasting impact on the company and its market

We’re committed to promoting Equal Employment Opportunity (EEO) at Brinqa - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.

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