Senior Customer Support Engineer

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…) 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 Proven experience and ability to communicate with customers professionally and empathetically Ability to clearly explain technical concepts to customers Eager to stay up-to-date with industry trends, technologies, and product updates Experience in a fast-paced, collaborative environment Willing to work flexible shifts for 24/7 coverage

Provide expert-level technical support to customers Utilize remote access tools and diagnostic utilities to troubleshoot technical issues Guide customers through product configuration, installation, and usage Collaborate with cross-functional teams to resolve complex issues Develop and maintain a comprehensive understanding of Binalyze’s products Identify patterns and trends in customer issues and collaborate with product teams Document customer interactions, issues, and solutions Create and update troubleshooting guides and FAQs Gather customer feedback and insights Escalate critical and unresolved issues Monitor and report on key performance metrics related to customer support Implement strategies to improve performance and meet SLAs