Customer Success Engineer

hace 2 semanas

Bogota, Colombia Trellix A tiempo completo

**_Role Overview:_**

You will provide technical support to both internal and external customers for a wide variety of issues. You will be facilitating a resolution for all technical issues leveraging Engineering teams as needed.

**What You Will Do**:

- Work directly with customers as needed to facilitate resolution of technical issues.
- Interface with Advanced Teams to bring complex issues to resolution.
- Proactively communicate emerging issues to Advanced Teams, Managers, amongst other stakeholders.
- Collaborate and communicate with Sales and all other internal relationship management groups to improve the customer experience.
- Conduct remote sessions with customers as required.
- Submit product defects as required.
- Identify potential product/process weakness, research potential fixes with relevant internal teams and management.

**About You**:

- University degree or equivalent experience.
- 2+ years of experience in technical support in a Saas company.
- Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of customer audience.
- Strong customer service skills and experience supporting customers in large global environments.
- Ability to build a strong rapport and gain confidence with customers with both technical and engagement skills.
- Demonstrated thirst for learning and the ability to retain and build upon knowledge and experience.
- Strong interpersonal and communication skills to successfully merge in with our existing team.
- Excellent time management and troubleshooting skills.
- Highly Proficient in Microsoft and Linux Operating Systems, comfortable working at CLI and having Administration experience.
- Experience with log analysis using command line tools.
- Relevant knowledge of networking technologies, internetworking devices, and protocols.
- Knowledge of Cybersecurity technologies is a plus.

**_Company Benefits and Perks:_**

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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