ESSENTIAL SKILLS

• Proficiency in Linux, AWS, databases, and container technologies.
• Strong troubleshooting skills with the ability to analyze and resolve common issues independently.
• Effective communication skills, with the ability to manage customer interactions professionally.
• Familiarity with performance troubleshooting and networking concepts.
• Candidates must be available to work during US business hours to effectively support our US operations.

DESIRED EXPERIENCE

• Experience with SAML integrations and REST APIs.
• Ability to write and optimize SQL queries.
• Knowledge of IT service management tools like JIRA & Salesforce

PERSON REQUIREMENTS

• Ability to work collaboratively, as part of a team, but also independently where required.
• Highly motivated and resilient.
• Self-starter.
• Comfortable working at short notice or under pressure to respond to customer requests.
  Ready to be a hero for our customers? Apply now and let’s make magic happen together at IriusRisk

PURPOSE OF THE ROLE

As a Product Support Engineer, you will be responsible for resolving technical issues, assisting customers in maximizing their use of IriusRisk, and ensuring high-quality customer experiences. You will engage with customers through cases, live chats, and remote sessions, ensuring they always get the most out of our product and feel valued every step of the way.

DUTIES & RESPONSIBILITIES

• Customer Enablement: Ensure customers derive maximum value from IriusRisk.

• Customer Advocacy: Demonstrate commitment to solving technical issues while handling high-pressure situations with empathy.

• Case Management:
• Diagnose and resolve customer cases in a timely manner while ensuring SLAs are met.
• Maintain clear and professional communication with customers, providing updates on case progress and expected resolutions.
• Actively manage escalated tickets and liaise with internal teams to track progress.
• Close inactive tickets following reasonable follow-up efforts.
• Engagement: Provide support via cases, live chats, and remote sessions to resolve customer issues effectively.
• Relationship Building: Strengthen customer relationships by delivering excellent service.
• Collaboration: Work with Engineering and Customer Success to provide timely solutions and workarounds.
• Technical Knowledge: Gain deep technical understanding of IriusRisk and threat modeling concepts.
• Knowledge Base Contributions: Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Documentation: Keep thorough records of customer interactions, troubleshooting steps, and product improvement suggestions.