Teramind

Support Engineer

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Job Description

Teramind is currently seeking a support engineer to join our support team. The support engineer operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard.

We pride ourselves on being a fully-remote, forward-thinking company where experience speaks volumes. There are no educational requirements for this position, but candidates must have 3 years of relevant experience as a support engineer or in a similar role, a driven attitude and the ability to work remotely.

This is a fully remote, from anywhere, full-time position. Working hours align with your location’s normal business hours.

Experience

  • Minimum 3 years of relevant experience as technical support/support engineer or in a similar role
  • Ability to navigate comfortably in Windows and Linux shell
  • Knowledge of Zendesk or similar ticketing system
  • Basic understanding of B2B SaaS products, IT security
  • Ability to translate intricate technical details to simple, understandable terms
  • Strong interpersonal skills and ability to work with customers & cross-functional teams
  • Excellent communication skills with written and oral English fluency

Responsibilities

  • Provide technical support and advanced-level troubleshooting to customers
  • Triage complex customer services issues received through various customer service channels
  • Maintain high customer satisfaction while managing operational expectations
  • Become a product expert and maintain a deep understanding of product functionality
  • Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
  • Identify trends in support requests to help create long term solutions

Requirements

  • Be resourceful. You’re a self-starter that does what it takes to get the job done whether that’s learning new skills, acquiring new certifications or outsourcing the task accordingly.
  • Love success. You strive to deliver measurable, positive results and get excited when your work benefits the company and advances its goals.
  • Conquer failures. You can’t win them all, and when you don’t, you own up to your mistakes, learn from them and avoid repeating them.
  • Work smart. You work efficiently with unparalleled work ethic and exceed every expectation of every task put in front of you.
  • Think big. For you, it’s not just a job, it’s an opportunity to redefine the rules, change the game and dominate the world.

Job Summary

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Full Time Job Type
Salary Commensurate with Experience
Teramind

About

Teramind is the leading solution provider of employee monitoring, threat detection and data loss prevention. We bring businesses around the globe peace of mind by providing data-backed insights that empower their processes and workforce.

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