System Support Engineer managing support operations for Clever Devices' customers. Collaborating with teams to resolve technical issues and ensuring customer satisfaction in mobility solutions.
About the role
- Technical Support Specialist providing customer support by troubleshooting technical issues at Vanta. Collaborating with the team to ensure timely resolutions and enhancing product documentation.
Responsibilities
- Provide technical support to our customers through our available channels (email, screen sharing and chat) with timely responses and resolutions to their inquiries within the established SLAs
- Master Vanta’s product, learning the ins, outs, ‘work-arounds’ and ‘don’t-do-thats’
- Explain complex solutions in simplified terms to customers, while documenting solutions for scale
- Problem solve and troubleshoot for customers in a repeatable manner, building using Support CRM to track & identify trends
- Create reproducible test cases for the Product team and provide feedback to enhance the product
- Escalate bug reports for validation and actively participate in product-fixes
- Proactively contribute to our internal and external documentation and knowledge-base, processes, and team-efficiency
- Actively participate in daily team troubleshooting sessions, weekly team meetings and huddles
Requirements
- 4+ years of technical customer support experience in a SaaS/Tech space.
- Be located in Dublin, Ireland
- Thrive in a collaborative environment, actively participating in team meetings such as troubleshooting sessions and team huddles.
- Excellent troubleshooting skills. Experience troubleshooting cloud providers such as AWS, Azure, or GCP (monitors, load balancers, tags, etc.).
- Working knowledge and understanding of APIs and Networking
- Working experience troubleshooting using Datadog or similar log management tools.
- Ideally has experience using databases
- Have a deep sense of empathy for your customers and your team.
- Be able to support a 7AM-4PM IST M-F schedule, with rotational on-call responsibilities and weekend & holidays support needed at times.
Benefits
- 100% covered medical, dental, and vision benefits with dependents coverage
- 16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive)
- Health & wellness stipend
- Remote workspace,internet and mobile phone stipend
- Commuter benefits, including bike to work scheme and tax commuter ticket scheme
- Pension matching
- 10 company paid holidays plus 25 days of PTO per year
- Virtual team building activities, lunch and learns, and other company-wide events!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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