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Guardz · 7 hours ago

Technical Support Engineer

United States

Full-time

Remote

Mid Level

3+ years exp

Guardz is a rapidly emerging player in the cybersecurity sphere, focused on creating a safer digital landscape for small and medium businesses. The Technical Support Engineer will interact daily with customers, troubleshoot complex issues, provide technical support, and collaborate with engineering teams to enhance the product and customer experience.

Artificial Intelligence (AI)Cyber SecurityInformation TechnologyIT ManagementSmall and Medium Businesses

Responsibilities

Resolve Customer Issues: Deliver fast and efficient support, addressing customer queries and resolving issues related to our platform

Bug Reporting: Identify, document, and report bugs, working closely with engineering to ensure timely resolutions

Cross-Functional Collaboration: Partner with Customer Success and Engineering teams to prioritize and resolve critical customer issues

Product Influence: Leverage customer feedback to drive product improvements and shape the platform's future

Quick Troubleshooting: Apply strong problem-solving skills to diagnose and resolve issues with minimal disruption

Proactive Communication: Keep customers informed and up-to-date throughout the entire support process

Solution Documentation: Create and maintain comprehensive, user-friendly documentation for common issues and solutions

Continuous Improvement: Gather feedback to inform and fuel ongoing enhancements to our products and services

Customer Onboarding and Training: Guide new users to quickly become proficient with our platform

Performance Monitoring: Proactively monitor system performance and customer usage to identify and address potential issues

Qualification

Technical Support ExperienceSQLCloud ExpertiseIncident ManagementCyber Security KnowledgeNetworking KnowledgeOperating Systems KnowledgeIntercom ExperienceCoding SkillsMultitasking SkillsProject Management SkillsCommunication SkillsTechnical DocumentationTeam Collaboration

Required

3+ years in a technical support or customer-facing role (tier 2/tier 3), with hands-on experience troubleshooting and resolving technical issues across various technologies

Proficiency in SQL

Cloud expertise (e.g., Google Cloud, Grafana)

Strong knowledge of Incident Management processes

Basic understanding of cyber security, networking and operating systems

Exceptional multitasking and project management skills, with a proven ability to manage multiple projects in a fast-paced environment

Excellent communication skills, with the ability to explain complex technical concepts to diverse audiences including end-users, developers, and business stakeholders

Proven experience in creating and managing technical documentation

Ability to work independently as well as collaboratively within a team