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DNSFilter · 15 hours ago

Tier II Technical Support Engineer

Westchase, FL

Full-time

Onsite

Entry, Mid Level

$70K/yr - $80K/yr

2+ years exp

DNSFilter is a rapidly growing company dedicated to creating a safer internet for businesses and organizations worldwide. They are seeking a self-driven Tier 2 Technical Support Engineer who will provide exceptional support to customers, troubleshoot technical issues, and collaborate with development teams to enhance product functionalities.

Cyber SecurityMachine LearningNetwork Security

Comp. & Benefits

No H1B

Responsibilities

Provide exceptional support to our growing customer base via chat, email, and phone

Respond to support tickets and educate customers to effectively resolve their issues

Become an expert with the DNSFilter product and its functionalities

Serve as a liaison between customers and our development and product teams, replicating, reporting, tracking, and communicating the status of feature requests and bugs

Use your initiative to proactively find ways to improve the customer experience

Escalate tickets to the Technical Team Lead or Development as needed

Engage in a collaborative environment to provide feedback, suggestions, and support to colleagues

Qualification

NetworkingDNSTCP/IP protocolsTechnical support experienceTicketing systemsCRM toolsProblem-solving skillsCustomer service skillsScripting abilityVPNsFirewallsRemote Management toolsHyper-VAzureActive DirectoryTechnical log analysis

Required

2+ years of experience in a SaaS organization as a Technical Support Engineer for Customers

2+ years of experience supporting MSP customers

The ability to work in our Tampa, FL office 5 days/week from 8:00 am to 5:00 pm EST, Flex hours may be required at peak periods

Technical competence in networking, routing, DNS, and TCP/IP protocols

Proven experience in a technical support role, focusing on DNS filtering or network security products

Excellent customer service skills with the ability to communicate complex technical concepts to non-technical users

Strong problem-solving skills and the ability to work independently under pressure to resolve customer issues swiftly

Ability to take initiative and adapt to changing priorities and technologies in a fast-paced environment

Experience with ticketing systems and customer relationship management (CRM) tools

Experience providing technical support to enterprise customers

Experience working remotely

Familiarity with roaming clients, Remote Management and Monitoring (RMM) tools, Hyper-V, Azure, Active Directory, and/or virtualization

Knowledge of how to read technical logs and provide in-depth analysis

Scripting ability, experience with VPNs, and firewalls

Must be eligible to work in the region of hire without sponsorship from an employer now and/or in the future

Benefits

Pathway to promotion to additional organizational positions and responsibilities based upon results and performance, not just time in the chair. You help us grow, and we will help you grow.

Passionate and intelligent colleagues who work hard and have a good time doing it

Paid company-wide week off at the end of each year

Flexible Vacation Policy

Awesome company swag

Full medical, dental, and vision benefits for US, UK, and Canada-based employees

Full short-term disability and life benefits; available long-term disability

Retirement savings account options with vested company matching for qualifying employees

In-person annual gatherings. Last time we all spent a week on a beach in Cancun!