Technical Support Specialist

Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $30M in funding and rallying a dedicated team of 70 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one Secure & Insure platform in early 2023, and continue to grow and expand our team, our partnerships and our revenue.

We are looking for a passionate, hands-on technical support engineer who loves solving problems and is excited about handling incidents in real-time. The candidate must have a growth mindset and can use your technical expertise to challenge the status quo, find opportunities for positive change, and work with your partners to ensure the best experience for our customers.

Responsibilities:

• Resolve customer issues: Deliver fast and efficient support, addressing customer queries and resolving issues related to our platform.
• Bug reporting: Identify, document, and report bugs, working closely with engineering to ensure timely resolutions.
• Cross-functional collaboration: Partner with Dev, CSM, product, sales, and other teams to prioritize and resolve customer issues.
• Product influence: Leverage customer feedback to drive product improvements based on customer needs.
• Troubleshooting: Apply strong problem-solving skills to diagnose and resolve issues with minimal disruption.
• Proactive communication: Keep customers and internal stakeholders informed and up-to-date throughout the entire support process.
• Documentation: Create and maintain comprehensive, user-friendly documentation for common issues and solutions.
• Monitoring: Proactively monitor system performance and customer usage to identify and address potential issues.
  
  

• 4+ years of experience in technical support or technical operations.
• Willingness to work Monday-Friday.
• Proficiency in SQL.
• Experienced with working with SaaS environments.
• Expertise in analyzing logs from various sources to identify complex technical issues.
• Understanding of cybersecurity, networking, and operating systems.
• Experience with ticketing systems, Intercom - advantage.
• Coding skills (Python) - advantage.
• Strong troubleshooting skills, with a focus on identifying root causes rather than just symptoms.
• Ability to solve complex problems, sometimes under pressure.
• Excellent communication skills, capable of explaining complex technical concepts to diverse audiences.
• Never satisfied with "good enough".