Senior Technical Solutions Engineer - Support to $4000 (offline)

About the role

As a Technical Solutions Engineer, you will deliver technical support for Teramind platform-related issues and address any challenges with the Teramind unified user analytics platform. They will look to you for answers to everything from basic technical questions to complex architectural scenarios spanning across the entire ecosystem.

Shift: 8:00 AM - 4:00 PM EET / 1:00 AM - 9 AM EST 

Responsibilities:

• Deliver technical support and advanced-level troubleshooting to customers
• Prioritize and handle intricate customer service issues received through multiple communication channels
• Uphold high customer satisfaction while effectively managing operational expectations
• Attain a thorough expertise in the product and maintain a profound understanding of its functionality
• Assess and dissect issues and their consequences to either resolve or elevate tickets when necessary
• Recognize patterns in support requests to contribute to the development of enduring solutions

Your day-to-day

• Develop an understanding of Teramind’s product technology by troubleshooting, reproducing, determining the root cause for customer-reported challenges, and building tools for faster diagnosis to identify and resolve future challenges
• Triage complex customer services issues received through various customer service channels
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
• Proactively engage and communicate with customers and Teramind internal teams regarding product feedback, roadmap requests, and the competitive landscape
• Maintain accurate notes/feedback/updates in CRM regarding customer input, status updates, next steps, etc.
• Identify trends in support requests to help create long-term solutions

Requirements

• Minimum 3 years of relevant experience as technical solutions/support engineer or in a similar role
• Ability to navigate comfortably in Linux and Windows shell
• Extensive knowledge of PostgreSQL
• Knowledge of Intercom or similar customer service solution
• Basic understanding of B2B SaaS products, IT security
• Ability to translate intricate technical details to simple, understandable terms
• Strong interpersonal skills and ability to work with customers & cross-functional teams
• Excellent written and oral communication skills in English

Benefits

This is a remote job. Work from anywhere!

We’re a global, distributed team looking for the finest talent. We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.

At Teramind, we’re a collaborative, forward-thinking team where new ideas come to life, experience is valued and talent is incubated.

• Competitive salary with a focus on a global market
  Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Ongoing training and development opportunities

About our recruitment process

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story.

You can expect up to 4 interviews:

• 20-minute Test Task
• Intro-call
• Technical Interview
• Final interview

All roles require reference and background checks

Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.