Technical Solutions Engineer - Support, W2 Remote
https://apply.workable.com/teramind-1/j/86A55C6A14/
About the role
As a Technical Solutions Engineer, you will deliver technical support for Teramind platform-related issues and address any challenges with the Teramind unified user analytics platform. They will look to you for answers to everything from basic technical questions to complex architectural scenarios spanning across the entire ecosystem.
Your day-to-day
Develop an understanding of Teramind’s product technology by troubleshooting, reproducing, determining the root cause for customer-reported challenges, and building tools for faster diagnosis to identify and resolve future challenges
Triage complex customer services issues received through various customer service channels
Maintain high customer satisfaction while managing operational expectations
Become a product expert and maintain a deep understanding of product functionality
Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
Proactively engage and communicate with customers and Teramind internal teams regarding product feedback, roadmap requests, and the competitive landscape
Maintain accurate notes/feedback/updates in CRM regarding customer input, status updates, next steps, etc.
Identify trends in support requests to help create long-term solutions
Requirements
Minimum 3 years of relevant experience as technical solutions/support engineer or in a similar role
Ability to navigate comfortably in Linux and Windows shell
Extensive knowledge of PostgreSQL
Knowledge of Intercom or similar customer service solution
Basic understanding of B2B SaaS products, IT security
Ability to translate intricate technical details to simple, understandable terms
Strong interpersonal skills and ability to work with customers & cross-functional teams
Excellent written and oral communication skills in English
Technical Solutions Engineer - Support - Teramind
Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.Join our team of innovators who are redefining insider risk management through cutting edge technology. More than 10,000 or...
Solution:Jump to solution
Technical Solutions Engineer - Support - Teramind
Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.Join our team of innovators who are redefining insider risk management through cutting edge technology. More than 10,000 or...
1 Reply
Solution
helpful-purple•5mo ago
Technical Solutions Engineer - Support - Teramind
Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.Join our team of innovators who are redefining insider risk management through cutting edge technology. More than 10,000 or...