Technical Support Engineer

Summary

Join Truffle Security Co. as a Technical Support Engineer and become the crucial link between our customers and engineering team. You will be the primary point of contact for resolving technical issues, ensuring efficient investigation and resolution while maintaining exceptional customer experience. This role involves triaging customer tickets, communicating effectively with customers, enhancing documentation, and collaborating with various teams. We offer a fully remote work environment and a competitive compensation and benefits package. We are seeking a candidate with 2+ years of customer support experience, technical proficiency, and strong communication skills. If you are passionate about cybersecurity and continuous learning, we encourage you to apply.

Requirements

• 2+ years of prior experience in customer support; technical support experience in a SaaS or security-focused environment is a strong plus
• Familiarity with Python or other programming languages, with a technical background to effectively understand logs and navigate the code base
• Strong written and verbal communication skills, with the ability to empathize with customers and convey technical concepts clearly
• Attention to detail, ensuring that no ticket or issue falls through the cracks
• Experience managing customer relationships across different geographies
• Passionate about continuous learning - no one is expected to know everything on day 1

Responsibilities

• Digging in to our customer’s technical issues, triaging customer helpdesk tickets
• Own the end-to-end resolution process or escalate to the engineering team when needed, ensuring follow-through to closure
• Evaluate the severity and priority of tickets based on customer context and urgency
• Respond to tickets within defined SLAs, such as a 24-hour turnaround for urgent issues
• Communicate effectively with customers to gather details, discuss resolutions, and provide a seamless experience
• Enhance internal and external documentation to clarify processes and solutions
• Participate in on-call duties to support customers across time zones
• Act as the voice of the customer by sharing feedback and feature requests with the product and engineering teams

Preferred Qualifications

Experience with Go, or willingness to learn it

Benefits

• Competitive compensation and equity package
• 401(k) with 6% company match
• Flexible paid time off We ask employees to take 3 weeks off to recharge
• Thanksgiving & Winter holiday shutdown
• We have holidays, as well as "Truffle Holidays" where the entire company takes a day off
• Medical, dental, and vision coverage 80% Premium coverage for employees & their dependents
• Remote work stipend $800 new hire stipend, and $100/monthly thereafter. We want you to be comfortable working remotely
• Health & wellness stipend $1,200/year. Maintaining your physical, mental, and emotional well-being is foundational to doing your best work
• Learning & development stipend $2,000/year. Adopting a growth-mindset allows you to grow professionally and personally
• Company off-sites! We’re 100% remote with no office, but won’t let that stop us from working closely together. Destinations have included Hawaii, Cabo, Chicago, Savannah, and the Rocky Mountains