Technical Support Engineer
Servo Logistics
Job Overview
We are hiring a proactive Technical Support Engineer (TSE) professional to join our Customer Success team. If you're excited to be part of a winning team of a SaaS security start-up, Obsidian Security is a great place to make an impact.
The TSE’s Responsibility Is To
A TSE is responsible for actively driving customer value within the Obsidian platform. The role is to provide technical assistance to customers of the Obsidian platform, working with your TSE colleagues across the globe to provide follow-the-sun support.
- Partner with customers in a technical capacity, taking ownership of reported issues and owning those issues through to resolution.
- Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
- Follow and document escalation procedures in order to expedite critical/urgent issues while ensuring consistent updates are sent to the customers.
- Provide input and own improving our support and resolution processes in order to improve our customer experience.
- Work with the wider Obsidian organization, such as Engineering, Product and Sales and Sales Engineering teams to continually measure and improve the value we deliver to our customers.
The ideal candidate is driven, collaborative, and knowledgeable, has worked in a cybersecurity role, and is excited about the opportunity to work in a SaaS security start-up.
What You’ll Do
- Be flexible with your schedule - this role will support our customers in APAC so your typical day will be aligned to those times.
- Take ownership of driving complex problems, scenarios, and issues, working with appropriate stakeholders in engineering, product management, and sales to deliver successful outcomes.
- Be a consultative problem solver - we want to solve problems so that they don’t reoccur.
- Be a clear verbal and written communicator, using appropriate communication channels to support the issue resolution process.
- Use your experience in the cybersecurity domain to help understand customer problems and drive adoption and understanding of the Obsidian platform.
- Identify, communicate, and deliver on opportunities to improve Obsidian’s ability to support and enable our customers to be successful, including new processes, tools, or product prototypes. Become a voice of the customer for your Obsidian colleagues.
- Be capable of building relationships with customers to become a trusted partner and advisor.
Industry: Logistics & Supply Chain
Employment Type: Full-time
Job Level: Entry Level