Support Engineer - LATAM

Teramind; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Teramind is seeking a Support Engineer to join their global team. The role involves providing technical support, troubleshooting customer issues, and maintaining high satisfaction levels. Work is fully remote, fostering a diverse and flexible work culture, with opportunities for career growth and ongoing training.

Benefits

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

Qualifications

• Minimum 5 years of relevant experience in a similar role.
• Extensive knowledge of PostgreSQL and experience in Linux/Windows.
• Understanding of IT security and B2B SaaS products.

Responsibilities

• Provide technical support and advanced-level troubleshooting.
• Triage complex customer service issues effectively.
• Evaluate and analyze customer support requests to resolve issues.

Skills

Interpersonal skills

Technical support

Troubleshooting

Ability to translate technical details

Tools

PostgreSQL

Linux

Windows

Cloud computing platforms (Azure, AWS)

Intercom or similar ticketing system

Job description

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

Teramind is currently seeking a Support Engineer to join our support team.

The Support Engineer operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard.

Responsibilities:

• Provide technical support and advanced-level troubleshooting to customers
• Triage complex customer service 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
• Identify trends in support requests to help create long-term solutions

• Minimum 5 years of relevant experience as a technical support/support engineer or in a similar role
• Ability to navigate comfortably in Linux and Windows shells
• Extensive knowledge of PostgreSQL
• Knowledge of cloud computing platforms (Azure, AWS, etc)
• Knowledge of an Intercom or similar ticketing system
• Understanding of B2B SaaS products, IT security, and data platforms
• Ability to translate intricate technical details to simple, understandable term
• Strong interpersonal skills and ability to work with customers & cross-functional teams.

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
• Tech Interview
• HM 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.