About TrustCloud
TrustCloud (https://www.trustcloud.ai) is on a mission to make it effortless to earn trust in every business relationship. We believe that if your customers trust you, they will do more with you. TrustCloud transforms Governance, Risk, and Compliance (GRC) into Trust Assurance. Trust Assurance is re-thinking GRC workflows using AI and API-based automation to lower cost by 70%, accelerate revenue by 60%, and reduce board of directors and business liability. With TrustCloud’s predictive intelligence and programmatic verification, SMBs and enterprises automate how they meet their customer, audit, and governance commitments so they can stay secure and grow their business. With the fastest, most cost-effective way to get audit-ready, answer security questionnaires and manage risk, TrustCloud turns GRC into a profit center. TrustCloud is used by over 700 companies, and is the inventor of the Trust Assurance space.
About this Role
The Customer Support Engineer (CSE) is responsible for providing daily technical support to TrustCloud’s customers, helping them solve their technical and compliance issues. You will work closely with the Sales, Customer Success, Engineering and Product teams to deliver exceptional support to our customers.
About You
- You have a four-year degree with a major in Computer Science, Engineering or similar technical degree.
- You have at least two years of experience working in a customer support role.
- Demonstrated customer support technical skills and experience (see below).
- A passion for serving the customer and helping them be successful with TrustCloud’s products.
- You love being the first line of support and troubleshooting issues.
- You have a strong command of the English language with excellent written skills and very good verbal communication skills. A second or third language would be an added bonus.
- You are a quick learner and inquisitive about new products and features with the desire to ramp up your troubleshooting skills with new releases and new products.
The key responsibilities and experience requirements of the CSE will include:
- Drive the resolution of customer issues, maintain happy and satisfied customers, and act as an advocate for the customer.
- Follow TrustCloud’s customer support process and work to achieve our customer service level agreements.
- Strong problem solving and troubleshooting capabilities in a Software-as-a-Service (SaaS) application environment.
- Demonstrated capabilities using the Chrome Browser Development Toolset when appropriate to troubleshoot issues and solve specific problems. Experience with other browser development tools is a big plus.
- Provide continuous and timely updates on issue resolution status to customers and key internal stakeholders.
- Engage directly with members of the Engineering team to ensure timely resolution of customer issues according to service level agreements and escalate to your manager when you need assistance in meeting those goals.
- Write detailed bug reports for Engineering when a support issue is identified as a platform bug or other type of problem that requires platform assistance. This will include capturing details of the problem using screenshots, videos of the problem being reproduced, browser logs, and anything else that will help the Engineering determine a root cause analysis and a fix for the issue.
- Thoroughly test and find bugs in deployed fixes and new features released by Engineering.
Skills and Experience That Would Be an Added Bonus
- Experience with ZenDesk is a plus but experience with any CRM system will be helpful.
- Experience using Jira and GitHub development tools will be a big plus.
- Experience with writing JavaScript/Node.js in order to fix small bugs reported by customers.
Do You Align With Our Values?
TrustClouds values are resilient THREADs that are stitched into the very fabric of our culture.
- TRUST: We strive to continuously earn the trust of our team, customers, investors and all other stakeholders - proving we are dependable.
- HEALTH: We are diligent caretakers of the health of the business, but never prioritize it over the mental and physical health of our team.
- RESPECT: We are passionate about being respectful and courteous. There’s no excuse for being a jerk
- EVIDENCE BASED DECISIONS: Our strategy and operations are driven by evidence, which we collect from our customers, product, team, and partners.
- ACTION ORIENTED: Each person is empowered to own things and make decisions, rather than wait for consensus.
- DIVERSITY: We work hard to nurture a team that is diverse in identity, belief, background, thought, and experience. Our diversity makes us stronger.
We celebrate diversity at TrustCloud. To Joyfully Craft a product that is loved by everyone we need a team with all kinds of different perspectives, experiences and backgrounds. That's why we're committed to hiring people from different backgrounds, race, religion, national origin, gender identity, sexual orientation, gender identity, age, disability or veteran status. Studies have shown that women, people of color, and individuals from less privileged socio-economic backgrounds are less likely to apply to jobs unless they meet every single qualification. At TrustCloud, we are dedicated to building a diverse, inclusive and authentic workplace. So, if you’re excited about an open role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply. You may be just the right candidate for this or other roles at TrustCloud.
We understand that applying for a new job takes a lot of work and we really value your time. We are really looking forward to reading your application!TrustCloud is committed to developing a barrier-free recruitment process and work environment. If you require any accommodation, please email us at careers@trustcloud.ai and we will work with you to meet your accessibility needs.
