Senior Customer Support Engineer

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Requirements:

• Minimum 5 years of experience providing tier 2/3 technical support, preferably at the vendor level
• Bachelor’s degree or above in Computer Engineering, Computer Science, or related technical field
• Fluent in English
• Experience in scripting languages (such as Bash, Python…) to be able to implement automations.
• Knowledge of Linux, Windows, and MacOS operating systems.
• Experience using and configuring ticket management systems like Zendesk, JIRA Service Desk, Freshdesk.
• Knowledge of cyber security technologies at the network and application layers.
• An understanding of Software Development processes
• Ability to apply critical thinking and problem-solving skills to assess complex technical situations and provide innovative solutions.
• Proven experience and ability to communicate with customers professionally and empathetically, ensuring a positive customer experience even in challenging situations.
• Ability to clearly explain technical concepts to customers, providing step-by-step instructions and guidance.
• Eager to stay up-to-date with industry trends, technologies, and product updates to ensure expertise in relevant domains.
• You thrive in a fast-paced, collaborative environment.
• You're a team player
• You're inquisitive, proactive, reliable, and driven
• You're flexible and adaptable - willing to work flexible shifts to enable the team to provide 24/7 coverage for our customers which will include some evening, overnight, weekend and holiday coverage.

Responsibilities:

• Provide expert-level technical support to customers, addressing complex issues and inquiries related to products or services through various channels such as email, phone, chat, or remote sessions.
• Utilize remote access tools, diagnostic utilities, and other resources to identify and troubleshoot technical issues reported by customers related to our products and systems they are running on.
• Guide customers through step-by-step solutions, including configuration, installation, and usage of products.
• Collaborate with cross-functional teams, such as development, quality assurance, and product management, to resolve complex issues effectively.
• Develop and maintain a comprehensive understanding of Binalyze’s products to address customer inquiries accurately, tracking and testing product updates from a technical support perspective.
• Apply critical thinking and problem-solving skills to assess complex technical situations and provide innovative solutions.
• Identify patterns and trends in customer issues and collaborate with the product and development teams to address common problems.
• Document customer interactions, issues, and solutions in a knowledge base and ticketing system.
• Create and update troubleshooting guides, FAQs, and other customer-facing documentation to facilitate self-service support.
• Communicate technical information clearly and effectively to both technical and non-technical customers.
• Provide timely and accurate updates to customers regarding the status of their reported issues.
• Ensure that customer interactions are professional, empathetic, and customer-focused.
• Gather customer feedback and insights on product usability, performance, and features.
• Compile and relay customer feedback to relevant departments to contribute to product improvements and enhancements.
• Escalate critical and unresolved issues to higher-level support or development teams as required.
• Provide detailed and well-structured information to assist higher-level support teams in problem resolution.
• Serve as the bridge between customers and the Binalyze, advocating for customers' needs and ensuring their satisfaction.
• Strive to exceed customer expectations and maintain a high level of customer satisfaction.
• Monitor and report on key performance metrics related to customer support, including response times, resolution times, customer effort scores (CES), and more.
• Implement strategies to improve performance and meet or exceed service level agreements (SLAs).