Support Engineer

hace 7 días

Colombia Teramind A tiempo completo

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 have used' 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 actively seeking a Support Engineer (L1) to join our dynamic support team.
The Support Engineer plays a vital role at the intersection of product functionality, contributing significantly to upholding our exceptional product experience standards.
**Shift: 11 AM - 7 PM EST (US)**

**Responsibilities**:

- Deliver technical support and advanced-level troubleshooting to customers
- Prioritize and handle intricate customer service issues received through multiple communication channels
- Uphold high customer satisfaction while effectively managing operational expectations
- Attain a thorough expertise in the product and maintain a profound understanding of its functionality
- Assess and dissect issues and their consequences to either resolve or elevate tickets when necessary
- Recognize patterns in support requests to contribute to the development of enduring solutions

**Requirements**:

- **At least 3 years of experience** as a technical support/support engineer or in a comparable capacity
- Proficiency in navigating both **Linux and Windows** shell environments
- In-depth expertise in **PostgreSQL**:

- Familiarity with **Zendesk** or a similar ticketing system
- Fundamental grasp of **B2B SaaS** products and IT security
- Capability to articulate complex technical details in simple, understandable terms
- Impressive interpersonal skills and adeptness at collaborating with customers and cross-functional teams
- Exceptional communication skills, with fluency in written and spoken English
- Proficiency in Portuguese would be a valuable asset.

**Benefits**
- Involvement in the creation of top-tier B2B software
- Embrace of remote teamwork culture well ahead of it becoming mainstream
- Minimal bureaucracy
- Competitive compensation
- Full-time/long-term contractor position
- Direct payments to your bank account
- Enjoy vacations and sick leaves

**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**:

- Complete Form (15 minutes)
- Intro Call (30 minutes)
- Technical Interview (1 hour)
- Final Interview (1 hour)

**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._

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