Customer Support Engineer

We are looking to hire a Customer Support Engineer, who will provide front-line technical support for our companys worldwide enterprise customers and partners. You will support our companys product line of IT Security and Privileged Identity Management solutions and resolve customers technical problems by interacting with them via web, phone, and email.
The ideal candidate will be able to resolve technical issues through diligent research, reproduction and troubleshooting, utilizing all the knowledge they have acquired. You will have an eagerness to learn new technologies, take on new challenges, and drive key initiatives with the view to ensuring the long-term success of our companys customers and the company.
Responsibilities:
Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.
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A minimum 3 years experience in Technical Support or a position of a similar nature in a software company.
Capable of understanding the technical aspects of a complex system.
Strong technical troubleshooting skills and problem-solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.
Must have excellent communication skills and a passion for providing world-class service.
Experience in directly supporting enterprise-level customers.
Ability and desire to learn products and technologies.
Must be able to work independently as well as with others, as part of a domestic and international team.
Proven experience with Microsoft operating systems.
Excellent time management, decision-making, prioritization, and organization skills.
All communication, internal and external, requires a high level of English.
Advantages:
Familiarity with our company products
Familiarity with DevOps/SRE tools or methodologies.
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