Engineering · Full-time · Piedmont, Italy
Customer Support Engineer
Location: Turkiye (Remote)
Are you ready to be part of something groundbreaking? Our cutting-edge technology empowers enterprises and MSSPS worldwide to uncover, investigate, and respond to cyber threats with unparalleled precision and speed. As we embark on our journey to redefine the future of DFIR, we're seeking an exceptional Customer Support Engineer to join our remote team. We're a remote first company so you can join our existing Support Team, which provides 24/7 global coverage while living anywhere in Türkiye.
Your Key Contributions
As a key player in our customer support team, you'll be responsible for providing advanced troubleshooting and resolution of complex technical issues for our enterprise and MSSP customers. This role is essential for maintaining the high standards of our DFIR solutions, achieving all customer and internal SLAs, and you will proactively identify enhancements and communicate vital issues, ensuring that customer needs are met and product improvements are continuously made.
What You'll Do
Technical Support
Communication
Product Feedback & Escalation Management
Customer Relations
Metrics and Reporting
Monitor and report on key performance metrics related to customer support, including response times, resolution times, customer effort scores (CES), and more.
Implement strategies to improve performance and meet or exceed service level agreements (SLAs).
What We're Looking For
5 years of experience providing tier 2/3 technical support, preferably at the vendor level
Bachelor’s degree or above in Computer Engineering, Computer Science, or related technical field
Fluent in English
Experience in scripting languages (such as Bash, Python…) to be able to implement automations.
Knowledge of Linux, Windows, and MacOS operating systems.
Experience using and configuring ticket management systems like Zendesk, JIRA Service Desk, Freshdesk.
Knowledge of cyber security technologies at the network and application layers.
An understanding of Software Development processes
Ability to apply critical thinking and problem-solving skills to assess complex technical situations and provide innovative solutions.
Proven experience and ability to communicate with customers professionally and empathetically, ensuring a positive customer experience even in challenging situations.
Ability to clearly explain technical concepts to customers, providing step-by-step instructions and guidance.
Eager to stay up-to-date with industry trends, technologies, and product updates to ensure expertise in relevant domains.
Start Up Experience: You thrive in a fast-paced, collaborative environment. You're a team player
You're inquisitive, proactive, reliable, and driven
You're flexible and adaptable - willing to work flexible shifts to enable the team to provide 24/7 coverage for our customers which will include some evening, overnight, weekend and holiday coverage.
What we offer
28 days holiday allowance + wellbeing days + birthday off!
Private medical insurance for you and your family
A supportive and collaborative team that's as passionate as you are.
Home office setup support
Great opportunities for growth and development
Sodexo meal card
Entertainment allowance - Netflix / Spotify
Join Us:
If you're ready to take the lead as the driving force redefining the DFIR industry, we want to hear from you. Join us at Binalyze and be a part of our extraordinary journey. Applications close July 5th 2024