Customer Technical Support Engineer

We are looking for a Product Escalation Engineer to join our team.

Major Responsibilities

• Work with R&D and Engineering to ensure bug related tickets are prioritized and actively worked towards resolution.
• Serve as the point of contact and direct the lifecycle process from start to finish on bug related tickets with R&D and Engineering, holding key stakeholders accountable for resolution
• Deliver advanced software technical support to customers, resellers, and partners via phone/remote sessions and ticketing systems.
• Contribute to the knowledge base by publishing articles for both internal and external use.
• Offer guidance and mentorship to Email Security Support Engineers, promoting their growth and encouraging collaboration in a supportive and constructive environment.

Desired Background

• Experience in Python and Bash
• Experience with querying using SQL
• Experience in supporting SaaS-based products
• Experience in working with a ticket/case management system (eg: Jira, Zendesk)
• Strong technical problem solving and analytical skills with the willingness to own the investigation through to the end
• Proficient at managing your own time and priorities and has a “let’s get it done” attitude
• Passionate about technology and IT security with a strong desire to work in a dynamic, ever-evolving, fast-paced technical environment

It would be great if you also have:

• Experience in working with Linux
• Experience of working with email security/mail flow
• Experience of working with Office365, Google Workspace, Microsoft Exchange, Active Directory and or ADFS.
• Knowledge of HTTP/S. SMTP, DNS, LDAP, or similar protocols
• Bachelor’s Degree in Computer Science or a related experience a plus
• Team player spirit!
• Believe in learning new things every day.