Technical Support Engineer (US based)

We are a leading email security company dedicated to protecting organizations from cyber threats and ensuring the integrity and confidentiality of their communications. Our innovative solutions combine advanced technology, industry best practices, and exceptional customer service to deliver robust email security solutions.

Location: United States (Remote)

Job Summary:

As a Technical Support Engineer, you will be pivotal in providing expert technical assistance to our customers. You will resolve customer inquiries, troubleshoot technical issues, and deliver effective solutions promptly and efficiently. Your expertise and dedication will contribute to maintaining high customer satisfaction and fostering long-term relationships with our clients.

Key Responsibilities:

Customer Support: Act as the primary point of contact for customers seeking technical assistance via phone, email, or chat.
Technical Troubleshooting: Identify, diagnose, and troubleshoot technical issues related to our email security solutions and associated software.
Collaborative Problem-Solving: Work closely with customers to gather detailed information about their technical problems or requirements.
Clear Communication: Provide timely and accurate responses to customer inquiries, ensuring clear and concise communication.
Issue Escalation: Escalate complex or unresolved issues to the appropriate internal teams, such as product development or engineering, while effectively managing customer expectations.
Documentation: Document and track customer interactions, including problem identification, steps taken, and solutions provided, using our support ticketing system.
Follow-Up: Conduct regular follow-ups with customers to ensure their technical issues are resolved and gauge their overall satisfaction with our products and services.
Continuous Learning: Stay up-to-date with industry trends, best practices, and emerging technologies related to email security and customer support.

Qualifications:

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Experience: 2+ years as a technical support engineer or similar role , with a strong focus on results.
Technical Skills: Solid understanding of email protocols, SMTP, DNS, and email security concepts.
Expertise: Familiarity with email security solutions and proficiency in diagnosing and troubleshooting network connectivity issues, email delivery problems, and email client configurations.
Tools: Experience with ticketing systems and customer relationship management (CRM) software.
Problem-Solving: Excellent problem-solving skills with strong attention to detail.
Communication: Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals.
Customer Focus: Strong customer-centric mindset and the ability to empathize with customers while maintaining a professional demeanor.
Independence: Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
Certifications: Relevant certifications (e.g., CompTIA Security+, CCNA) are a plus.

What We Offer:

Innovative Environment: The opportunity to work in a rapidly growing, innovative cybersecurity company, protecting businesses around the globe from advanced email attacks.
Remote Work: The freedom to work remotely.
Competitive Compensation: Competitive salary with an additional performance-based bonus.
Professional Growth: Multiple paths for professional growth and development.

Mesh - Email Security Redefined for MSPs

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Technical Support Engineer