Technical Support Engineer

About IONIX

IONIX is the attack surface management solution that uses Connective Intelligence to shine a spotlight on exploitable risks across your real attack surface and its digital supply chain. Only IONIX discovers and monitors every internet-facing asset and connection, delivers laser focus into the most important risks to your business, and provides the tools to rapidly remediate exploitable threats and reduce attack surface risk. Global leaders including Infosys, Warner Music Group, The Telegraph, and E. ON depend on IONIX’s machine learning-powered discovery engine, contextual risk assessment and prioritization, and end-to-end remediation workflow to go on the offensive in managing their complex and ever-changing attack surfaces.

About The Position

As a Technical Support Engineer, you’ll be the one making sure that all existing customers’ issues are properly and thoroughly handled by the various relevant stakeholders.

You will be working at a fast-paced startup, servicing global enterprise clients worldwide and enjoying a diverse, dynamic culture, building next generation cyber security technology.

Roles & Responsibilities

• Provide first-line technical support to clients.
• Work closely with R&D and Product teams to resolve complex technical issues, document product defects and feature requests, and influence the product roadmap by identifying patterns based on data-driven analysis of support tickets and customer feedback.
• Collaborate with Customer Success and Sales teams on product issues impacting customers in compliance with SLA requirements, drive key escalations internally, and join escalation calls with customers as needed.
• Conduct training sessions and webinars for clients to enhance their understanding and use of our products.
  
  

• Prior technical experience around Cyber security subject matters (web / network security).
• 2+ years of experience providing world-class customer support as a support at enterprise organizations for Security and SaaS platforms, with a proven ability to effectively prioritize and escalate customer issues, take full ownership and drive rapid resolution, focus on customer experience, and minimize customer impact.
• Willingness to work Monday - Friday.
• Previous startup experience is a must.
• Excellent technical skills: Log Analysis, Troubleshooting of Bug Reports.
• Excellent written and verbal communication skills, including communicating technical concepts clearly and effectively.
• Fluency in English.