Senior Technical Support Engineer

Summary

Join Brinqa, a leading provider of unified cyber risk management and security analytics software, as a Technical Support Engineer. This crucial role ensures customer satisfaction by resolving technical issues and providing expert guidance. You will provide timely and effective solutions to technical problems, manage complex issue escalations, maintain excellent customer relationships, and develop a deep understanding of the software. Collaborate with cross-functional teams to ensure seamless support delivery. Brinqa offers a dynamic work environment, opportunities for professional growth, and the chance to contribute to solutions protecting organizations worldwide.

Requirements

• Proficiency in troubleshooting software issues, familiarity with object oriented programming languages, and knowledge of database management and network configurations
• Excellent communication skills, strong problem-solving abilities, and a customer-centric mindset
• Working knowledge of Linux and Linux command-line
• Basic understanding and working knowledge of databases, and 3-tier architectures
• Experience writing and optimizing SQL or equivalent database query languages for data investigation, product support, and troubleshooting customer issues
• Minimum of 2 years of experience in technical support or a similar role within the software industry
• Bachelor’s degree in computer science, information technology, or a related field preferred
• Relevant technical and cybersecurity certifications are advantageous

Responsibilities

• Provide timely and effective solutions to technical problems reported by customers, either through phone, email, or chat support
• Diagnose software issues by analyzing error logs, querying databases, replicating problems, and performing root cause analysis
• Identify and document software bugs or defects and communicate them to the engineering team for resolution
• Manage the escalation of complex technical issues to other teams such as engineering, ensuring customer satisfaction throughout the process
• Maintain impeccable case hygiene and customer related files and records
• Maintain clear and professional communication with clients, providing timely updates on issue status and resolutions
• Foster and maintain excellent relationships with customers
• Develop a deep understanding of the software product, its functionality, and its integrations to provide expert-level support
• Stay up to date with industry trends, emerging technologies, and new product features to enhance support capabilities
• Work closely with cross-functional teams, including engineering, product management, and services to ensure seamless support delivery

Preferred Qualifications

Experience with Java/Groovy, NoSQL databases such as Neo4j, and familiarity with application deployments, cloud services, and software such as Nginx, Apache Tomcat, IntelliJ IDEA, and JIRA is a plus