Support Engineer

Description Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform. Join our team of innovators who are redefining insider risk management through cutting-edge technology. More than 10,000 organizations across the globe use Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market. As a global team, Teramind embraces an inclusive and flexible work environment and team culture. We win together, learn from each other and respect each other while delivering best-in-class security solutions.   About the role Teramind is currently seeking a Support Engineer to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction.  The Support Engineer will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The role operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard. 
 

Your day-to-day

• Provide technical support and advanced-level troubleshooting to customers

• Triage complex customer service issues received through various customer service channels

• Maintain high customer satisfaction while managing operational expectations

• Become a product expert and maintain a deep understanding of product functionality

• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed

• Identify trends in support requests to help create long-term solutions

 

Requirements

• Minimum 5 years of relevant experience as a technical support/support engineer or in a similar role

• Ability to navigate comfortably in Linux and Windows shells

• Extensive knowledge of PostgreSQL

• Knowledge of cloud computing platforms (Azure, AWS, etc) 

• Knowledge of an Intercom or similar ticketing system

• Understanding of B2B SaaS products, IT security, and data platforms

• Ability to translate intricate technical details to simple, understandable terms

• Strong interpersonal skills and ability to work with customers & cross-functional teams.