Senior Technical Support Engineer

  • USD140000 - USD170000 per year USD
  • Santa Clara, CA, USA Santa Clara CA US
  • Permanent, Full time
  • Glocomms
  • 31 Aug 18 2018-08-31

An early-stage SaaS Security Vendor with disruptive Cloud, Security and Machine Learning technology has recently come out of Stealth Mode with numerous rounds of funding and is looking to add a Senior Support Engineer to their team! The ideal candidate will blend strategic thinking with tactical execution and be hands-on creating customer support programs, product training, services and guiding customers pre-sales/post sales. This role will include customer support, customer training, managing support tools, service pricing and coordinating across functions to be the customer advocate inside the company.

Senior Technical Support Engineer

Cloud Security Vendor

Santa Clara, CA

$140,000-$170,000 + Equity

An early-stage SaaS Security Vendor with disruptive Cloud, Security and Machine Learning technology has recently come out of Stealth Mode with numerous rounds of funding and is looking to add a Senior Support Engineer to their team!

The ideal candidate will blend strategic thinking with tactical execution and be hands-on creating customer support programs, product training, services and guiding customers pre-sales/post sales. This role will include customer support, customer training, managing support tools, service pricing and coordinating across functions to be the customer advocate inside the company.

Responsibilities

  • Assist customers in the deployment of the solution and integration with 3rd party services to make it part of the customer workflow.

  • The first line of defense for customer support requests, and coordinating with engineering to prioritize the timely resolution of issues.

  • Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing solutions to achieve their business and security objectives.

  • Develop the tools, collateral, and partnerships needed to deliver a holistic customer success function.

  • Ensure our customers are happy and are getting value out of our product.

Requirements

  • Minimum 5 years of experience in support, customer success of consulting role.

  • Strong knowledge of the public clouds like AWS, Azure and GCP features, capabilities and best practices is necessary

  • Strong desire to work in a fast-paced, dynamic start-up environment. Prior startup experience preferred.

  • Ability to think and work strategically, but also execute as an individual contributor.