Customer Support Engineer - US

USA · Full-time · Intermediate

About The Position

We’re looking for an enthusiastic and highly motivated Customer Support Engineer to identify, diagnose and resolve customers' issues. The Customer Support Engineer will be a part of PlainID’s Global Support Team.

This is an exciting opportunity to work in a challenging, fast-paced environment as part of a high-performance team. Here at PlainID, we strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential.

As a Technical Support Engineer (Tier 1-2), you will be:

●     Taking ownership of support tickets of various products (both on-premises and Cloud solutions) reported by customers or internal stakeholders.

●     Researching, diagnosing, troubleshooting system issues, and identifying solutions to resolve system issues.

●     Coordinating support case resolution with the appropriate internal teams: R&D, Professional Services, Project Managers, and Product.

●     Following standard procedures for proper escalation of critical or unresolved issues.

●     Develop expertise in all PlainID products and stay up to date on new features and improvements.

●     Documenting best practices, procedures and creating both internal and customer-facing Knowledge Base articles.

●     Automating support processes and test scenarios to accelerate troubleshooting processes.

Requirements

●     Min 3 years of technical customer support experience in a software company

●     Min 2 years experience with REST API testing – using Postman or equivalent tool

●     Min 1 year experience with SQL, Linux, and Bash scripting, log file analysis

●     Can-do approach and willingness to learn new technologies

●     Great interpersonal skills and team player

●     Good problem-solving and analytical skills, attention to details

●     Great written and oral communication skills

●     Ability to work in a challenging and fast-paced environment

●     Willingness to work between 10am-7pm CST and be on-call on weekends/ holidays if needed

●     Willingness to work remotely from a home office

●     Experience with Python, Jira, Kibana - an advantage

●     Familiarity with identity and access management – an advantage

●     Experience in the Information Security field – an advantage

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