Technical Support Engineer / Remote

6 days ago

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Logo of Futurae Technologies AG

Futurae Technologies AG

Future-proof, end user-centric authentication #2FA #MFA #SCA #Cybersecurity #Privacy #Usability #Transactions

Cybersecurity • IT Security • Usability • 2FA • Customer Journey

11 - 50

Description

• Provide second-level technical support to Futurae customers, mainly via our ticketing system (Zendesk), or via phone • Understand our software stack and collaborate with our engineers for the purpose of providing the best possible customer support experience • Use internal tools and logs to investigate customer issues and liaise between the customers and the engineering team • Collaborate with customers (via email, or scheduled calls) to facilitate the integration of our solutions • Provide customer feedback to our product team • Participate in 24/7 on-call support schedule • Contribute to the technical knowledge base with the most frequent support questions, guidelines, common solutions, etc • Maintain high-quality standards of our support service • Help define the support pipeline and processes

Requirements

• 3+ years of experience in providing technical customer support • Enjoy interacting with customer peers in order to support and help them integrate APIs/systems • Excellent communication and collaboration skills • Understanding and experience in software systems and technologies like HTTP APIs and Android/iOS SDKs • Understanding of computer and network security concepts and best practices • Fluent in spoken and written English, and Italian (Optional) • Experience with Zendesk, JIRA

Benefits

• Join a young, international, and fast-paced Cybersecurity company with experienced industry leaders and PHD graduates from top tier worldwide universities • Work at the forefront of an inspiring, dynamic company in the B2B space in the area of end-user authentication and transaction confirmation • Be part of our friendly, knowledge-sharing, entrepreneurial culture and flat hierarchy • Work in a role that lets you learn and gives you responsibility and independence • Books and opportunities to attend conferences

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