Technical Support Engineer L1/L2 - REMOTE at Jobgether

, , India -

Full Time

Start Date

Immediate

Expiry Date

01 Apr, 26

Salary

0.0

Posted On

01 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Customer Service, Data Security, Problem-Solving, Salesforce, JIRA, Github, Endpoint Technologies, DLP Solutions, Analytical Abilities, Communication Skills, Customer Empathy, Collaboration, Documentation, Process Improvement

Industry

Internet Marketplace Platforms

Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Engineer L1/L2. In this role, you will have the opportunity to make a significant impact on customer satisfaction by resolving technical issues and ensuring a seamless experience with our platform. You will collaborate with a team of talented engineers and become an expert in our AI Data Security platform, helping clients mitigate data loss threats. Your problem-solving skills and customer-centric approach will be crucial as you navigate fast-paced and complex scenarios. If you have a passion for technology and enjoy making a difference for customers, we want to hear from you. \n Accountabilities Provide well-thought out and reliable directions in technical and non-technical terms, to help customers solve reported issues. Take ownership of customer issues, including troubleshooting and issue resolution or escalation. Identify and escalate priority issues that need immediate attention. Build an excellent rapport with backline engineers and collaborate on solving complex issues. Meet or exceed customer expectations on response quality and overall experience. Serve as internal and external point of contact on customer escalations. Collect information, attempt to reproduce reported behavior, and document bugs. Create process and troubleshooting documentation to enhance support knowledge base. Work with client resources to understand their data security risks and threats. Collaborate with customer experience to build processes and metrics that showcase support productivity. Requirements 5+ years of experience in providing technical support for software solutions. Deep technical background in supporting and troubleshooting security or endpoint technologies. Ability to quickly learn new technologies. Experience with Salesforce, JIRA, and Github. Proven experience managing external and internal stakeholders. Experience working with complex endpoint DLP solutions. Ability to manage high-priority support requests. Proven experience meeting customer SLA expectations. Excellent problem-solving and analytical abilities. Strong customer empathy and focus, with excellent communication skills. Ability to work as part of a global team in high-pressure situations. Benefits Opportunity to work with cutting-edge AI data security technology. Collaborative and dynamic work environment. Professional growth and learning opportunities. Flexibility to work remotely. Diverse and inclusive workplace culture. \n Why Apply Through Jobgether? We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

Responsibilities

The Technical Support Engineer will provide reliable directions to customers for resolving technical issues and take ownership of troubleshooting and issue resolution. They will also collaborate with backline engineers and document bugs to enhance the support knowledge base.