Lead Customer Support Engineer

Key responsibilities

  • Resolving escalated customer complaints without the need for team lead intervention
  • Taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary
  • Documenting troubleshooting and problem resolution steps
  • Participation in providing training to customers as required

 

Skills and Experience

  • BA/BS degree in Computer Science or a related technical field, or equivalent practical experience.
  • 2-5 years of relevant customer support experience; proven working experience in enterprise technical support
  • Written and verbal skills; excellent phone manner
  • Firm grasp of how the web works, networking, and software products
  • Knowledge of OS X and Windows general support issues
  • Familiarity with iOS (& Android preferred)
  • Be able to work within a secure software development lifecycle

 

Preferred Skills

  • Strong understanding of networking, Web, and/or mail-related standards
  • Experience in a SOC-2 or equivalent organization

 

To apply to this position, please email [email protected]