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Invicti · 1 day ago

Technical Support Engineer

Austin, TX

Full-time

Hybrid

Mid Level

3+ years exp

Invicti is a company focused on providing enterprise-level technical assistance to a global customer base. In this role, you'll be responsible for delivering high-quality support, resolving customer issues, and collaborating with the sales team to enhance customer satisfaction.

Cyber SecurityData IntegrationData ManagementInformation TechnologySoftware

Hiring Manager

Brielynd Hutchinson

Responsibilities

Providing high-quality technical support to Invicti’s enterprise customers

Delivering technical solutions to both technical and non-technical end-users via zoom, our support system, and other channels as needed

Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions

Remotely connecting to customers’ installations to troubleshoot technical difficulties

Evaluating deeper insights into the challenges faced by customers by reviewing product log files

Escalating unresolved support tickets to tier 2 support

Providing prompt and accurate feedback to customers

Ensuring proper documentation and resolution of all technical inquiries

Collaborating with the Invicti sales team, resellers, and distributors with technical queries

Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication with our customer base

Qualification

Enterprise technical supportWindows supportHTTP protocolNetworking conceptsWeb developmentSQLSecurity topicsLinuxDockerInterpersonal skillsCommunication skills

Required

3 to 4 years of proven working experience in enterprise technical support, IT support or as a technical engineer

Excellent interpersonal skills

Solid written and verbal communication skills

Expertise of Windows and general desktop support issues

Detailed knowledge of HTTP protocol

Basic TCP/IP and other networking concepts

Familiarity with network tools such as Fiddler and Wireshark

Understanding of basic web development, HTML, and SQL

Comprehension of basic security topics such as XSS and SQL Injection

Experience with operating systems Windows and Linux

Fundamental knowledge of Docker

An ability to work remotely as part of a virtual team

Benefits

Health Insurance: Taking care of our team goes beyond the office. We cover 100% of employee health care, vision and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision/dental premium cost, so you can be sure that you and your family are in the best possible health. Coverage is effective your first day.

Employee Assistance Program: Emotional Support Counseling services - 24/7 Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, New Parent Support and more

Parental Leave: 16 weeks paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent

401(k) Savings Plan: 50% up to 6% company match with 100% annual cliff vesting

Hybrid Working: If you are local to one of our office locations, you can work a hybrid/home schedule - we got you covered

Discretionary Time Off: Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is accrued

Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate

Volunteering: 5 days of paid time off each year to participate in the volunteer activities of your choice

Employee Recognition: Ongoing recognition & rewards. A Culture that emphasizes personal and professional growth