Customer Support Engineer

Posted 9 days agoViewed

💎 Seniority level: Junior, 2+ years

📍 Location: D.C Metro

💸 Salary: 150000.0 - 210000.0 USD per year

🔍 Industry: Cybersecurity

🏢 Company: Andesite

⏳ Experience: 2+ years

🪄 Skills: PythonCybersecurityTechnical supportCRM

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
2+ years of experience in technical support, customer support, or a related role in the enterprise cybersecurity domain.
Strong understanding of cybersecurity technologies, including SIEMs, Data Lakes, Endpoint Detection & Response, Threat Intel Platforms.
Proficiency in Python for troubleshooting API integrations.
Familiarity with CRM tools like Salesforce for tracking support tickets.
Excellent problem-solving, communication, and interpersonal skills.

Assist customers during implementation for successful deployment and configuration of solutions.
Provide guidance for API integrations and custom workflows using Python.
Act as a liaison to resolve technical challenges during onboarding.
Serve as the first point of contact for troubleshooting customer technical issues.
Diagnose and resolve complex problems related to solutions and third-party integrations.
Escalate unresolved issues to engineering or product teams.
Educate customers on product features to maximize their value.

Posted about 21 hours ago

📍 United States

🧭 Full-Time

💸 95000.0 - 120000.0 USD per year

🔍 Experience-based businesses software

Experience in a technical customer support role.
Solid technical background with proficiency in troubleshooting software and hardware issues.
SQL experience sufficient for querying and analyzing databases, with comfort in intermediate functions.
Excellent verbal and written communication skills to explain technical concepts to varied audiences.
Strong problem-solving and analytical abilities, with keen attention to detail.
Experience using customer support software or ticketing systems like Zendesk or Salesforce Service Cloud.
Ability to work in a fast-paced environment while multitasking and prioritizing effectively.
Empathy and patience in supporting customers.
Proven experience mentoring and supporting junior team members.
Flexibility for after-hours and weekend support when required.

Handle technically challenging tickets escalated from non-technical support teams.
Utilize internal tools to investigate and identify resolutions to customer issues.
Distinguish between bugs, incidents, product feedback, and UX improvements.
Provide accurate tailored solutions, proactive feedback, and feature requests to engineering teams.
Ensure clear communications with customers and stakeholders, maintaining timeliness and quality.
Identify and remedy common customer issues through a data-driven approach.
Mentor junior customer support members and promote knowledge-sharing.

SQLAnalytical SkillsDocumentationTroubleshootingTechnical supportCustomer support

Posted about 21 hours ago

🔧 Requirements