Technical Support Engineer

🕒 6 dias atrás

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Zafran Security

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🔐 Segurança

🔒 Cibersegurança

🤝 B2B

Security • Cybersecurity • B2B

A Zafran Security é uma empresa especializada em gerenciamento de exposição a ameaças, oferecendo uma plataforma centralizada que integra com ferramentas de segurança para descobrir, remediar e mitigar riscos de exposição em ambientes híbridos. A plataforma oferece recursos como caça de exposições, priorização e remediação de vulnerabilidades, mitigação proativa de exposições e uma abordagem de gerenciamento de vulnerabilidades baseada em riscos. Confiada por empresas da Fortune 500, a Zafran tem como objetivo melhorar as posturas de defesa das organizações, analisando e otimizando continuamente seus controles de segurança para proteger contra vulnerabilidades de destaque e grupos de ameaça.

Descrição

• Monitor the Technical Customer Support Queue: Manage the incoming support tickets and inquiries through our ticketing system, ensuring timely responses and resolutions that meet or exceed defined SLAs. • Collaborate Cross-Functionally: Partner closely with R&D and Product to escalate and prioritize bugs, FRs, and UX improvements—acting as the customer advocate throughout. • Customer Communication: Provide clear, consistent updates to customers on the progress of their requests, issues, and feedback. • Build and Maintain Documentation: Create and continuously improve self-service resources, such as FAQs, how-to guides, and troubleshooting documents, to empower customers and reduce ticket volume. • Track and Report Metrics: Own key support KPIs such as time-to-response, resolution rate, and customer satisfaction; identify patterns and opportunities for process improvement. • Enable Customer Success: Assist in delivering training sessions, onboarding materials, and support for customer education initiatives. • Optimize Support Processes: Identify bottlenecks in support workflows and drive solutions that improve speed, quality, and efficiency.

🎯 Requisitos

• 3–5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment. • Strong troubleshooting and problem-solving skills across web-based applications and integrations. • Familiarity with REST APIs. • Proficiency in networking concepts and protocols. • Experience in browser dev tools. • Proficiency in SQL. • Proficient in empathetic communication, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences. • Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence). • Familiarity with Kibana is a plus. • Scripting is a plus.

🏖️ Benefícios

• Flexible PTO • Health insurance plans (medical, dental, vision) • Monthly stipend for phone and internet • 401k • Flexible spending account • Home office stipend when joining • Access to frontier AI models including Claude