Support Engineer 

Location : EMEA region, Can work remotely

Job Description/Summary:

The Support Engineer provides enterprise level support for SpyCloud’s customers and partners.  In this role you will provide technical assistance, troubleshoot and resolve customer/partner problems, interface with engineering on product and establish root cause analysis with a timely solution to meet or exceed our customer’s expectations. This person must live in the EMEA region but, can work remotely.

Primary Responsibilities:

  • Provide technical support for our enterprise customers and partners via phone, web-based tools and email
  • Integrate as part of our 24 x 7 Support team
  • Develop a deep understanding of SpyCloud’s products
  • Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
  • Meet or exceed customer expectations on response quality, timeliness of response and overall customer experience
  • Reproduce customer issues and if necessary, file bug reports, escalate cases to engineering and provide necessary documentation requirements
  • As one of the key contacts with our customers, effectively communicate areas of improvement for both product and services
  • Help track support metrics and share findings you identify
  • Up-hold and improve our first response time and high standard for customer satisfaction

Key Qualifications and Requirements:

  • Has functioned at a Tier 3 support level providing expert product and service support.
  • Practical experience with a solid background in problem analysis and resolution of SaaS enterprise platforms
  • Strong affinity with internet technologies and knowledge of customer relations technical processes
  • Exceptional problem-solving capabilities and able to adapt to new processes and procedures quickly, while dealing with many varied technical support requests and challenges
  • Stellar organizational skills and ability to manage multiple projects with multiple deadlines simultaneously
  • Ability to think on your feet and come up with creative solutions to non-obvious problems
  • Empathy for customer challenges and enjoy problem solving

Familiar with the Following:

  • Familiarity with Software as a Service (SaaS) solutions
  • DevOps
  • REST APIs
  • Security - HTTP vs HTTPs - Auth tokens, OAUTH, etc. 
  • Different methods - GET, POST, DELETE, PATCH, PUT 
  • Request Encoding Issues - UTF-8 for example
  • Parameterization - how they are sent including UUEncoding of non-HTTP friendly characters
  • Programming languages (python, JSON, javascript, etc) interaction with a REST API - synchronously, asynchronously, parsing results
  • HTTP Error codes and relationship to REST API calls
  • Cyber security, ATO prevention and Zendesk experience a plus

Highly Desired Skills: 

  • 3-5 years of Support Engineer experience in a customer interacting role

Education:

  • BA/BS/Undergraduate

SpyCloud is not currently sponsoring H1 candidates at this time.

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