Sr. Solutions Support Engineer

The browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web-based SaaS applications.

At Seraphic, we are revolutionizing browser security. Our patent-pending technology offers unmatched protection against zero-day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage.

Why Seraphic?

Seamless Access: Browse internal sites and private applications directly from your browser without a VPN or a remote desktop
Innovative Environment: Be part of a team leading the cybersecurity frontier shaping the modern solutions impacting billions of users
Challenging Technologies: Engage with a rich SaaS app, high-scale backend processing millions of requests, and a core networking solution, all with the highest level of security
Innovation and Leadership: Leverage our patented technology and leadership recognition, such as Frost & Sullivan's 2024 Enabling Technology Leadership Award for Global Zero Trust Browser Security
Collaboration and Team: Work with industry experts in a collaborative environment to solve complex problems

This is an exciting opportunity to join a fast-growing start-up company, consisting of talented team players, with the best-of-breed solution revolutionizing browser security.

Join us in shaping the future of secure browsing!

We are looking for a proactive and detail-oriented Solutions Support Engineer.

What You'll Do:

Onboard new customers, ensuring smooth initial integration with our products
Provide comprehensive technical support, diagnosing and resolving customer issues efficiently
Configure and customize Seraphic products to meet specific client environment requirements
Collaborate closely with product and R&D teams to address technical challenges and suggest system improvements
Support sales teams by offering technical expertise during pre-sales processes
Develop and maintain technical documentation, including user guides and FAQs

Requirements:

What You’ll bring with you:

4+ years of technical experience in Customer Support, Professional Services, Technical Support, or related technical customer-facing role in a cyber security company
Understanding of cybersecurity threats, vulnerabilities, and best practices - Experience with browser security is an advantage
Familiarity with common web protocols
Experience in diagnosing and resolving issues related to proxies and firewalls
Proven experience with deployment tools like: SCCM, Intune and JAMF
3-5 years of system management experience across Windows, Linux, and macOS
Familiarity with ticketing systems like Jira and Zendesk
Ability to write clear and concise troubleshooting guides, FAQs, and process documents
Problem solving attitude and analytical thinking, self-motivation and dedication to solving customer problems based on understanding the true pain of the customer, and finding data-driven solutions
Great project management skills and able to communicate effectively with different stakeholder groups across a diverse set of industries, sizes, and experience level
Ability to multitask and prioritize several projects simultaneously
Self-motivated with dedication to understanding customer challenges
Exceptional written and verbal communication skills for both technical and non-technical audiences
Excellent English proficiency - both written and verbal