Technical Support Engineer- Tier 2 (Remote Philippines)
DomainTools, Philippines
Job Description
Join us to help our customers make the internet a safer place, for everyone globally. With threats to organizations growing and breach notices in the news every day, our market is growing exponentially. We need an experienced Technical Support Engineer to help our customers improve their security posture. In this role, you will have the opportunity to work with some of the largest and most security focused organizations in the world, providing technical, product focused amp; operational support, with the ultimate goal of creating a world class experience for our customers and contributing to the DomainTools mission of making the internet a safer place for all.
You are a talented, driven, and insanely curious Technical Support Engineer that is focused on helping Customers operationalize the DomainTools product suite. You are excited to dive into all aspects of the go-to-market organization at DomainTools to help our teams with customer calls and support, service provisioning and auditing, knowledgebase articles, and training videos. You have lots of experience providing support above and beyond the first line (Tier 2, T3 ++) and are a critical thinker capable of timely and considered issue escalation, triage and resolution.
We want a collaborative and energetic individual that can contribute to the Customer Support team and the business, excel in a dynamic environment, deliver messaging and report feedback to the product, engineering, and integration organizations as well as working to enhance the customer experience. The right candidate will display a strong sense of initiative as well as curiosity to learn more of the industry, cybersecurity space and advance their career within the company.
Location: Remote
Schedule: Core working hours 9AM-3PM United States Pacific Time UTC/GMT -8
Requirements
Effectively communicate DomainTools product capabilities and technical context in order to assist in customers’ use and implementation of those same products and services.
- Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved through triage and liaising with the product, and engineering teams to deliver timely answers.
- Provision and deprovision services for Enterprise customers, working with GTM counterparts to create and adjust workflows as necessary to ensure a polished customer onboarding experience.
- Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated as well as being the first point of contact for end users.
- Ability to provide engaging, informative, well-organized and evidential feedback where required.
- Provide customer service expertise that is an example to the rest of your team in how to deliver customer-focused service, and constantly drive improvements in the ‘customer experience'.
- Create customer-focused product training content for both internal and external audiences.
- Become a subject matter expert on Cyber Threat Intelligence, and DomainTools’ data, as well as the competitive landscape.
- Collaborate with the DomainTools product, and engineering teams to define and test new features across all products that leverage current and emerging DomainTools datasets, resolve customer issues, and adapt to changes in new integrations versions.
- Be diligent in tracking implementations and documenting best practices and lessons learned. Contribute to documentation for both internal teams and an external audience.
- Utilize Atlassian Suite, Google Suite, Zendesk, Salesforce and internal systems to track and drive all pertinent information related to products, features, bugs, opportunities, and accounts.
- Work proficiently with minimal daily guidance.
- Occasional travel may be required.
Key Applicant Qualifications
- 3+ years’ experience as Customer Success, Technical Account Manager, and/or Technical Support for a SaaS Enterprise focused organization that provides online products and services.
- Proven experience with troubleshooting technical and product performance issues.
- Fast learner, adept at understanding and articulating new technologies and corresponding value propositions on the fly.
- Positive can-do attitude and tireless work ethic. Driven, self-sufficient and able to thrive and adapt to change in a very fast paced environment.
- Insanely curious. Ability to digest complex technologies and present a vision of what can be accomplished using our tools to our customers.
- Experience or familiarity in the network/cyber security industry.
- Experience with CRMs and ticketing systems, such as S