Technical Support Engineer

🔥 49 minutes ago

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Zafran Security

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔐 Security

Security

Zafran Security is a company focused on security. The only information provided is website stylesheet/CSS content and no explicit product, service, or sector details. Based on the company name, it likely operates in the security space (e. g. , physical security, cybersecurity, or security consulting), but the specific focus cannot be determined from the available data. Because the evidence is limited, this description remains conservative and recommends clarifying materials (website copy, product pages, or company overview) to refine categorization.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• flexible PTO • health insurance plans (medical, dental, vision) • a monthly stipend for phone and internet • 401k • flexible spending account • home office stipend