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Technical Support Engineer

Job title: Technical Support Engineer

Classification:  Exempt-Professional

Reports to:  VP of Customer Success

RiskSense is a leader in Cyber Security Threat Assessment and Remediation Management.  If you join our team, you will be joining 80+ professionals dedicated to helping our clients better defend their networks and the data with which they have been entrusted. RiskSense is a multi-year winner of Technology Ventures Corporation's Flying 40 Award; a 4 year recipient of Albuquerque Business First's Fastest Growing Companies Award, a four year recipient of Inc. Magazine's Inc 5000 award and a 4 year participant in the New Mexico Private 100. We have proven 50% year over year revenue growth while maintaining profitability for the past 5 years.

Job Description

The Technical Support Engineer is responsible for supporting Risksense customers throughout their support experience.  The Technical Support Engineer will create, foster and promote excellent customer relations on the technical and professional level.  She/he will perform as model advocate for the customers’ interests while maintaining reasonable realistic customer expectations.  As in any start-up this position will include many other operational duties that are key to our business.  The right individual is detail-oriented, can work under stressful conditions, multitask and possess solid technical, production and customer service skills.  She/he is dedicated to maintaining accurate current internal and customer facing documentation.

This position is to be located out of our Albuquerque, NM or Sunnyvale office and requires customer support for users throughout the US and abroad. It is primarily a customer support position but includes assisting Sales, Development and Quality Assurance teams as well as providing communication and assistance to the Professional Services and Executive teams.

Qualifications

Minimum qualifications:

  • Proven technical support experience on SaaS solutions
  • Minimum of 3-5 years experience with Windows/Linux/Mac OS environments
  • Familiarity with remote desktop applications,
  • CRM/Issue tracking software (eg Salesforce, JIRA)
  • Working knowledge of the Software Development Lifecycle in an enterprise environment
  • Working knowledge of computer networking
  • Excellent problem solving and analytic skills
  • Superb oral and technical writing communication skills
  • Driven, self-managed and self-motivated
  • Ability to research and reproduce reported issues

Preferred qualifications

  • Bachelor's Degree in Business or IT Degree preferred
  • Security certifications are a plus
  • Scanning technology experience (Qualys, Nessus, Nmap)
  • Familiarity with reading logs and reporting to engineering
  • Knowledge Base writing and content management

Duties and Responsibilities

  • Work out of a ticketing system, provide updates per SLA and report to management
  • Research and identify solutions to Risksense platform issues and / or feature requests
  • Diagnose and troubleshoot technical issues, including account setup, analysis and remediation configuration
  • Ask customers targeted questions to quickly understand the root cause of an issue
  • Track system issues through to resolution, within agreed time limits
  • Walk customers through a series of actions, either via phone, email or chat, until the issue is resolved
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to knowledgebase articles or external resources to provide accurate technical solutions
  • Ensure all issues/defects are properly logged
  • Prioritize and manage several open issues simultaneously
  • Follow up with clients to ensure solutions / workarounds are working and adequate for the customer
  • Maintain positive relationships with clients of the highest integrity
  • Document new technical details and methods in knowledge base


Working conditions

Work is generally conducted indoors on carpeted floors as well as some server room activities, typically during regular business hours, Monday through Friday, some evening and weekend work for maintenances and on-call rotation.  Up to 10% of travel may be required.

 

Physical requirements

Stand or sit for extended periods of time.  

 

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