Technical Support Engineer

🔥 13 minutes ago

🇺🇸 United States – Remote

💵 $56.8k - $65k / year

⏰ Full Time

🟢 Junior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Exterro

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2004

🛍️ eCommerce

🔒 Cybersecurity

💰 Private Equity Round on 2022-07

eCommerce • Cybersecurity • Legal Tech

Exterro is a comprehensive platform that empowers organizations to manage data risks through a combination of e-discovery, data privacy, cybersecurity compliance, and digital forensics solutions. Founded in 2008, Exterro utilizes innovative technologies, including artificial intelligence, to streamline and optimize critical legal and compliance processes. With a growing client base of over 3000 organizations and a team of 750 employees, Exterro has become a trusted partner across various industries, helping organizations navigate the complexities of data management and governance.

📋 Description

• Troubleshoot and triage support tickets with team members and internal departments including Training, Sales, and Engineering • Perform initial intake, investigation, and resolution of customer-reported issues • Escalate complex or unresolved issues to higher-tier support or engineering teams • Provide responsive and exceptional customer service to new and existing customers • Guide client support requests to conclusion while maintaining high communication standards • Capture client feedback and participate in product issue resolution and enhancement efforts • Respond to assigned customer issues via email, chat, forum requests, and phone as required • Enter detailed information into the ticket tracking system according to policies and procedures • Gather customer feedback to improve products and support processes • Learn new technologies and company products • Protect the confidentiality, integrity, and availability of information and systems • Participate in mandatory security and privacy training

🎯 Requirements

• Bachelor’s Degree required • Minimum 1-3 years of application support, IT support, or technical support experience • Located in the US Eastern Time Zone and/or able to work regular hours from 6:00 AM to 3:00 PM Eastern Time • Ability to work Monday through Friday on a set schedule • Must successfully obtain Public Trust Security clearance within 6 to 9 months of hire and maintain it throughout employment • Must pass additional security screening and background checks • Must pass a background check and drug screen • Must sign a non-competition agreement • Proven ability to work on multiple projects at the same time with a high level of professionalism • Strong desire to own and solve issues • Excellent written and verbal communication skills • Strong documentation skills with Microsoft Office Suite of products • Remote support experience assisting end-user and technical support related issues • Knowledge of E-Discovery, Legal industry, and/or Forensics industry is a plus • End user training experience is a plus • Windows, Linux, or IBM server hands-on experience preferred • Relational databases such as MySQL, SQL Server, or PostgreSQL and basic SQL queries hands-on experience preferred • Must adhere to the organization’s security and privacy policies, procedures, and standards • Must participate in mandatory security and privacy training

🏖️ Benefits

• Variable pay, equity, bonus and/or other forms of compensation may be included • Health insurance • Retirement plans • Flexible paid time off • Learning, development and upward mobility opportunities • Innovative, inclusive, and collaborative work environment • Professional development support