Technical Support Engineer

Summary

Join a dynamic team at DNSFilter as a self-driven Tier 2 Technical Support Engineer in Australia to support customers in the APAC region. The ideal candidate will have broad technical knowledge, solid competency with networking, routing, DNS, and TCP/IP protocols, and excellent customer service skills.

Requirements

• 5+ years of experience in a SaaS Technical Support role
• 2+ years of experience as an MSP Support Engineer
• Technical competence in networking, routing, DNS, and TCP/IP protocols
• Proven experience in a technical support role, focusing on DNS filtering or network security products
• Excellent customer service skills with the ability to communicate complex technical concepts to non-technical users
• Strong problem-solving skills and the ability to work independently under pressure to resolve customer issues swiftly
• Ability to take initiative and adapt to changing priorities and technologies in a fast-paced environment
• Ability to join a 24/7 on-call rotation, including working hours from 7 PM to 4 AM EST to support our APAC customers
• Experience with ticketing systems and customer relationship management (CRM) tools
• Experience providing technical support to enterprise customers
• Experience working remotely
• Familiarity with roaming clients, Remote Management and Monitoring (RMM) tools, Hyper-V, Azure, Active Directory, and/or virtualization
• Knowledge of how to read technical logs and provide in-depth analysis
• Scripting ability, experience with VPNs, and firewalls

Responsibilities

• Provide exceptional support to our growing customer base via chat, email, and phone
• Respond to support tickets and educate customers to effectively resolve their issues
• Become an expert with the DNSFilter product and its functionalities
• Serve as a liaison between customers and our development and product teams, replicating, reporting, tracking, and communicating the status of feature requests and bugs
• Use your initiative to proactively find ways to improve the customer experience
• Escalate tickets to the Technical Team Lead or Development as needed
• Act as a point of escalation for Tier-1 Support Engineers needing assistance with advanced issues in tickets
• Engage in a collaborative environment to provide feedback, suggestions, and support to colleagues

Benefits

• 100% work-from-home position
• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair
• Flexible Fridays
• Paid company-wide week off at the end of each year
• Flexible Vacation policy
• Awesome company swag
• Home office buildout allowance
• Full medical, dental, and vision benefits for US and Canada based employees
• Full short-term disability and life benefits; available long-term disability
• 401k with vested company matching for qualifying employees
• In-person annual gatherings