Position: Technical Support Engineer
Location: Remote, USA
Employment Type: Full-time
About Avanan
Avanan helps organizations secure their most attacked applications-their cloud email and collaboration platforms. Avanan is an innovative and successful cybersecurity startup:
- Gartner’s Customer Choice for Email Security 2020, 2021
- #1 Rated in Email Security Solution in Gartner Peer Insights (4.8 out of 5)
- #1 Rated Cloud Email Security Solution in G2 (4.8 out of 5)
- Deloitte Technology Fast 500
- Hot 150 Cybersecurity Companies – Cybersecurity Ventures
- 3000 + Customers Worldwide
Open Position: Technical Support Engineer
We are looking for a strong and experienced support engineer to join our growing Global Engineering Support team to enable us to continue delivering our excellent Customer Experience.
Responsibilities
As a Technical Support Engineer, you will be a core team-member responsible for:
- Track and triage customer support tickets
- Interact with customers for analysis and resolution
- Troubleshoot problems and identify solutions
- Collaborate with our software engineers to help resolve problems
- Maintain customer satisfaction while advocating quality in every aspect
- Help drive the future of the product by collaborating with our engineering and product teams
- Play a crucial role in incident management response
Qualifications
Essential Skills
- Experience in Python and Bash
- Experience with querying using SQL
- Experience of supporting SaaS-based products
- Experience of working with a ticket/case management system (eg: Jira, Zendesk)
- Strong technical problem solving and analytical skills with the willingness to own the investigation through to the end
- Proficient at managing your own time and priorities and has a “let’s get it done” attitude
- Passionate about technology and IT security with a strong desire to work in a dynamic, ever-evolving, fast paced technical environment
- Adept at working remotely
Desirable skills
- Experience of working with Linux
- Experience of working with Microsoft Exchange, Active Directory, ADFS or Office365
- Knowledge of HTTP/S. SMTP, DNS, LDAP or similar protocols
- Bachelor’s Degree in Computer Science or a related field a plus
Compensation
Avanan offers a competitive rewards and benefits package including healthcare, Slavic 401K, and a share package. Avanan is a startup with high growth and entrepreneurial spirit which will provide the right candidate with a great opportunity for career growth. All Avananers strive on being high performers, problem solvers, and team players with passion and integrity.