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 (e.g., Zendesk, JIRA Service Desk, Freshdesk). Knowledge of cyber security technologies at the network and application layers. Understanding of Software Development processes. Ability to apply critical thinking and problem-solving skills. Proven 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 startup environment. Flexible and adaptable to work flexible shifts for 24/7 coverage.

Provide expert-level technical support to customers via email, phone, chat, or remote sessions. Troubleshoot complex technical issues related to products and systems. Guide customers through product configuration, installation, and usage. Collaborate with development, QA, and product management teams. Develop and maintain understanding of Binalyze's products. Apply critical thinking and problem-solving skills. Identify trends in customer issues for product improvements. Document customer interactions, issues, and solutions. Create and update troubleshooting guides and FAQs. Communicate technical information clearly to customers. Provide timely updates on issue status. Ensure professional, empathetic, and customer-focused interactions. Gather customer feedback on product usability and performance. Relay customer feedback to relevant departments. Escalate critical issues to higher-level support or development teams. Monitor and report on key performance metrics. Implement strategies to improve performance and meet SLAs.