Teramind is hiring a
Support Engineer

Summary

Join our team of innovators who are redefining insider risk management through cutting edge technology. As a Technical Support Engineer, you will deliver technical support for Teramind platform-related issues and address any challenges with the Teramind unified user analytics platform.

Requirements

• +3 years of relevant experience as a technical solutions/support engineer or in a similar role
• Ability to navigate comfortably in Linux and Windows shell
• Extensive knowledge of PostgreSQL
• Knowledge of Intercom or similar customer service solution
• Basic understanding of B2B SaaS products, IT security
• Ability to translate intricate technical details to simple, understandable terms
• Strong interpersonal skills and ability to work with customers & cross-functional teams
• Excellent written and oral communication skills in English

Responsibilities

• Deliver technical support and advanced-level troubleshooting to customers
• Prioritize and handle intricate customer service issues received through multiple communication channels
• Uphold high customer satisfaction while effectively managing operational expectations
• Attain a thorough expertise in the product and maintain a profound understanding of its functionality
• Assess and dissect issues and their consequences to either resolve or elevate tickets when necessary
• Recognize patterns in support requests to contribute to the development of enduring solutions
• Develop an understanding of Teramind’s product technology by troubleshooting, reproducing, determining the root cause for customer-reported challenges, and building tools for faster diagnosis to identify and resolve future challenges
• Triage complex customer services issues received through various customer service channels
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
• Proactively engage and communicate with customers and Teramind internal teams regarding product feedback, roadmap requests, and the competitive landscape
• Maintain accurate notes/feedback/updates in CRM regarding customer input, status updates, next steps, etc
• Identify trends in support requests to help create long-term solutions

Benefits

• Competitive salary with a focus on a global market
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Ongoing training and development opportunities