Customer Support Engineer

Votiro, a rapidly growing cybersecurity company, is seeking a motivated Customer Support Engineer to be the company’s first line of customer care. As a Customer Support Engineer, you will be responsible for providing exceptional support to our customers, addressing their technical issues, and ensuring their satisfaction with our products and services.

Customer Support Engineer's responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities

• Manage and handle all customer tickets and urgent requests that meet our SLAs.
• Be the focal point for our customers, identify their needs, and help them achieve their goals.
• Work with our customers/POC during implementation and production of their Votiro’s Server-based applications.
• Reproduce customer cases for detailed troubleshooting and analysis.
• Update our internal databases with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests, effective workarounds and knowledge base entries with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share it with our Product, Sales and Marketing teams.

Requirements:

• 2-3 years as a Tier 2 Technical Support Engineer (Software security industry) or similar CS role.
• Hands-on experience with OS (Linux\Windows) – must.
• Hands-on experience with SAAS platform (AWS - an advantage).
• Familiarity and understanding of network communication and protocols (TCP/IP, HTTP, Proxies and Load Balancers).
• Understanding of K8S infra – an advantage.
• Excellent troubleshooting skills and hands-on experience solving problems with a strong sense of customer commitment.
• Team player with a positive attitude, empathy, with high energy.
• Naturally curious and excited to learn new technologies.
• BSc in Information Technology or equivalent experience.
• Fluent English communication skills.
• Willingness to work off-hours when necessary.