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Tech Support Engineer 1

4 months ago

Hanoi, Vietnam Tek Experts Full time

Overview:
We’re seeking a customer-oriented Technical Support Engineer to support our products. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is responsible for managing customer technical support, including information gathering and sharing, analytical troubleshooting and problem research, and cooperating with other engineers as necessary.

**A career in tech. Work with the biggest and best names in technology.**

We are looking for teammates?who?want to be part of the tech movement. People?who?want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global team,?are?passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

**Responsibilities**:
The Cybersecurity & Resiliency team provides technical support for the Cyber Resilience security product. As part of the Cybersecurity team, you’ll collaborate with other engineers based on level: L1 engineers evaluate tickets in their queue, maintain communication with customers, and prioritize issues according to assigned criticality/urgency. L2 engineers supervise tickets worked by L1 engineers and assist with escalation as needed. L3 engineers research new technology and products in the lab, then deliver and manage training initiatives for the team while overseeing backlog and customer escalations.

**This role will**:

- Escalate complex or atypical cases to higher-level technical support as needed.
- Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.

Qualifications:
**Cybersecurity & Resiliency is a good fit for you if**:

- You have experience in technical support, customer success and support, system/network/database administration, or IT support.
- You’re a logical thinker.
- You’re a proactive, collaborative team player.
- You’re thorough and enjoy finding the root cause of issues.
- You’re proficient in both written and oral English.

**In this role**:

- Some higher-level technical classwork or a college degree is preferred.
- Up to 2 years' experience in customer service is preferred.