Technical Support Engineer (m/f/d)

SoSafe; Remote; EUR 50.000 - 65.000; Vollzeit

Zusammenfassung

A growing Tech company in Köln is seeking a Technical Support Engineer to enhance the customer experience. In this role, you'll act as a bridge between Customer Success and Engineering, focusing on troubleshooting, root cause analysis, and addressing customer requests. The ideal candidate has 3+ years in technical support, strong problem-solving skills, and technical proficiency in SQL and JavaScript. Join us to advocate for customers and contribute to a secure internet experience.

Qualifikationen

• 3+ years of experience in technical support or related software role.
• Fluent in English with effective communication skills.
• Experience working in remote, multicultural teams.

Aufgaben

• Drive customer experience by focusing on time to resolution.
• Conduct root cause analysis and communicate solutions.
• Collaborate with Product organization to troubleshoot issues.
• Maintain a prioritized list of customer requests.
• Cultivate understanding of SoSafe products.

Kenntnisse

Problem-solving skills

Technical proficiency - Postgres (SQL)

JavaScript

APM tools (e.g., Datadog)

Log File Analysis

Browser Dev Tools

AWS

Knowledge of email protocols

Networking fundamentals

APIs

Jobbeschreibung

Are you passionate about deep technical forensics and excel at bridging the gap between Support and Engineering? If so, SoSafe has an exciting opportunity for you! Our Support Experts are looking for a Technical Support Engineer to elevate the customer experience.

In this role, you will be the vital link between our Customer Success teams and the Development team when critical customer issues arise. In this diverse technical role, you will be integral to our team, focusing on initial bug analysis, troubleshooting issues, and managing handovers to the engineering team.

We seek individuals who not only possess strong technical knowledge but also the empathy to genuinely understand and represent our diverse customer base.

Join one of the fastest-growing Tech scale-ups as a customer advocate and become a Cyber-Security-Hero with us! Help us build the team and the product that creates the Human Firewall within organizations, and together, let's make the internet secure.

Your Role:

In this mission, you will be the driving force for an exceptional customer experience, ensuring a customer-centric mindset permeates all actions.

• Be acutely focused on time to resolution, collecting and utilizing data to hold all internal departments accountable for a seamless customer journey.
• Conduct in-depth root cause analysis and communicate clear solutions to the Customer Success teams.
• Work closely with the Product organization to troubleshoot customer issues and provide essential feedback that drives continuous product improvement.
• Cultivate a comprehensive understanding of the multiple SoSafe products to genuinely empathize with and effectively address the customer's perspective.
• Be prepared to tackle various challenges, maintaining a clear and prioritized list of all outstanding customer requests.

Your Profile:

• 3+ years of experience in a software technical support role, or similar experience in a related software background.
• Technical Proficiency:
  • Expected experience includes: Postgres (SQL), Javascript, APM tools (e.g., Datadog), Log File Analysis, Browser Dev Tools and AWS.
  • Nice to have: Knowledge of email protocols, generic networking, and security elements of the tech stack. Experience with Azure AD/SAML, and APIs is a plus.
• Great problem-solving skills and the ability to troubleshoot technical issues effectively.
• Data-driven approach to decision-making, enabling proper definition and prioritization of customer requests.

• Effective communication skills to collaborate with Customer Success, Product Management, and Engineering, fostering a strong customer commitment within SoSafe.
• Experience working in remote, multi-cultural teams.
• A strong team player who is open-minded.
• Fluent in English.