Senior Technical Support Engineer

Washington, DC /
Customer Success – Customer Support /
Full-time
We are a fast-growing remote-friendly cybersecurity company with multiple offices in the US including San Francisco and Washington, D.C. The world’s most at-risk organizations rely on Authentic8 to completely eliminate the risk of using the web. More than 500 government agencies and commercial enterprises trust Authentic8’s cloud-based Silo Web Isolation Platform to separate the things they care about — like apps, data and devices — from the things they can’t trust — like external websites, users and unmanaged devices. Our premiere product, Silo for Research, is an integrated solution for conducting secure and anonymous web research, evidence collection and data analysis from the surface, deep and dark web.

We have an immediate opening for a Senior Technical Support Engineer.  In this role, you will be responsible  for supporting the Authentic8 Silo for Research and Silo for Safe Access products. You will work individually and as part of a team to solve various product-related technical issues. This includes troubleshooting relating to our application in various desktop and network environments.  You will also assist other team members in resolving support tickets and troubleshooting by acting as a point of escalation for difficult/advanced technical support issues.  A strong customer-centric work ethic is required.

Responsibilities:

    • Taking ownership of customer issues.  Understand, troubleshoot, analyze and resolve product issues reported by the customer
    • Prioritize tasks,  accurately document the nature of the reported problem, and provide case status and next steps in accordance with the SLA guidelines
    • Schedule customer calls as necessary to address any issues or concerns
    • Provide support, guidance and be an escalation resource for other Technical Support Engineers on the team.
    • Achieve goals including KPI’s established by the Support Manager
    • Always provide an outstanding customer experience while being the customers advocate through the lifecycle of their support case. 
    • Able to communicate effectively, both in written and verbal capacity, at all levels of the Support scope
    • Author and contribute to Knowledge Base Articles and User Guides.
    • Be available for after-hours telephone support.

Skills:

    • Strong technical troubleshooting skills in Windows, macOS, and LInux environments
    • Strong knowledge to troubleshoot software deployments, understand logs for debugging analysis, and proficient with web browser and networking technologies, including SAML SSO and HTML source codes 
    • Strong written and spoken communication skills
    • Strong ability to collaborate, coordinate and escalate issues within a team of Product Support professionals and Software Developers
    • Soft skills oriented towards driving customer success
    • Strong analytical and organizational skills

Qualifications:

    • 5+ years’ experience in an Enterprise Product Support environment
    • Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering preferred 
    • Graduate in any Discipline or non-graduates with good communication skills, strong technical knowledge or similar work experience required
Authentic8 offers competitive benefits, including medical, dental and vision, flexible PTO, a 401k program and stock options.

It is the policy of Authentic8 to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.