Technical Support Engineer, West Coast

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November 21

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Secure it Securities Corp

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Security • B2C • Home Automation

Secure IT Securities Corp. is a professional security company based in Rockland County, NY, providing advanced home security solutions to the local community. They offer a variety of services including interactive home security systems, monitoring services, fire alarm monitoring, and smart home integrations. With a focus on personalized security solutions and a community-centered approach, Secure IT Securities Corp. ensures the safety and comfort of its clients through tailored security installations and 24/7 emergency service.

2 - 10 employees

Founded 2013

🔐 Security

👥 B2C

📋 Description

• Drive the overall post-sales technical support of customers: Diagnose, troubleshoot, and resolve issues by proposing simple and effective solutions, with necessary workarounds. • Provide responsive and timely service to customers on new tickets by priority, complying and exceeding SLA goals on response and resolutions. • Ensure proper logging of all issues, steps and root cause analysis. • Document RCA as repeatable resolutions as KB articles in the knowledge base. • Conduct ticket escalations to engineering while managing the entire resolution lifecycle. • Understand and implement key operational metrics, such as MTTR, NPS, CSAT, in day-to-day technical support functions. • Balance the sales acumen for customer relationship management with deep technical skills in areas, such as Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization. • Interface with engineering and product management for ticket escalations as well as a feedback loop in the form of issues, bugs, usability insights and enhancement requests.

🎯 Requirements

• Minimum of a Bachelor’s Degree in a technical field with 7+ years of work experience as a technical support engineer in a related technical field. • Hands-on experience with key technologies, such as Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization. • Demonstrated depth in all aspects of technical support lifecycle, such as ticket logging, triage, escalation, customer response, RCA, and KBs. • Proficiency in one or more Technical Support systems, such as Zendesk. • Strong presence with excellent communication and leadership skills, and a proven track record of collaborative success with customers, vendors, staff, and internal business partners. • Understanding of Data Security and Privacy, including corresponding regulations, is a strong plus.

🏖️ Benefits

• healthcare • PTO