Associate Customer Support Engineer
New
F
FlashpointCybersecurity
Remote in CanadaFull-TimeEntry
Salary$78,600 – $82,000 CAD/yr. plus target bonus
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Job Details
- Required Skills
- CybersecurityRESTful APIsDocumentationSaaSTroubleshootingTechnical support
Requirements
- Experience supporting enterprise customers in a technical customer support or specialist role
- Comfort troubleshooting technical and data-related issues
- Experience with standard desktop applications
- Experience with SAML
- Experience with APIs
- Experience with SaaS products
- Understanding of cybersecurity concepts
Responsibilities
- Provide prompt, efficient technical assistance to customers through a ticketing system, web meetings, or phone
- Own and monitor support queues to maintain balanced workloads and hit turnaround standards
- Troubleshoot and resolve customer issues end to end, from first response through resolution
- Document customer interactions, including troubleshooting steps and resolutions, in a ticketing system
- Spot trends in customer requests and turn them into knowledge base articles or documentation
- Partner with Engineering or Product teams to escalate and resolve complex technical issues
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