Come work with us.
Want to be part of building, inventing, and developing ground-breaking cybersecurity technology? We’re looking for seriously smart and fun people to join our team.
Israel
Technical Support Engineer
About The Position
Our support team stands in the front line, helping our customers protect their most precious information on a daily basis by providing excellent support to Perception Point’s valued customers, as well as partners and internal stakeholders during the hours of 16:00 – 00:00 (4:00 PM – 12:00 AM).
We’re seeking a robust and self-motivated Specialist to join our support team. As a Technical Support Engineer at Perception Point, you will act as the technical focal point for customers, investigating and analyzing complex technical scenarios and providing innovative solutions for our customers’ needs. You will work closely with our Customer Success and Incident Response teams to improve our support and customer satisfaction.
Responsibilities
- Handle incoming support cases and calls of existing and new customers under defined SLAs.
- Find creative, out-of-the-box solutions to unique problems and build complex customer environments.
- Collaborate with Product, DevOps, and R&D teams to investigate and solve technical product issues.
- Work closely with the company’s Customer Success, R&D, Product, and DevOps team.
- Maintain a list of known issues, workarounds, and planned fixes in order to contribute to our ever-growing knowledge base.
- Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.
- Developing robust customer relationships and streamlined customer communication.
- Solve complex issues by building customer-like environments and reproducing issues.
- Gain an in-depth hands-on understanding of our products via lab testing of new features, reviewing of technical documentation, etc.
Requirements
- Experience providing technical support to IT Administrators and interfacing with external customers
- A problem solver with a “can-do” attitude.
- Hands-on experience troubleshooting endpoints (Windows/Mac).
- Hands-on experience configuring and troubleshooting browsers (Chrome/Edge/Safari).
- Excellent verbal and written communication skills in English.
Advantage:
- Experience with email-related technology such as SMTP, TLS/SSL, Firewalls, Email headers, SPF, DKIM, and DMARC.
- Experience working with GSuite workspace, Exchange Online, Exchange on-prem, and Office 365 administration.
- Experience communicating technical/product aspects to various stakeholders both internally and externally.
