engineering
Posted 4 hours agoSupport Engineer
at SpyCloud
Austin, United StatesOn-site
Responsibilities
- Integrate as part of our Global Support team.
- Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
- Uphold and improve our first response time and high standard for customer satisfaction. Requirements:
Requirements
- Product Understanding:
- Develop a deep understanding of SpyCloud’s products.
- experience in technical environments
- Strong affinity with internet technologies and knowledge of customer relations technical processes.
- Stellar organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.
- Empathy for customer challenges and enjoyment in problem solving. Familiarity With:
- Programming languages (Python, JSON, JavaScript, etc.) interaction with a REST API (synchronously, asynchronously, parsing results).
- HTTP Error codes and their relationship to REST API calls. Education:
- Bachelor's degree (BA/BS) required
- Bachelor’s degree in a technical related field required (e.g., Computer Science, Information Systems, Business, or equivalent) preferred
- Advanced certifications or training in technical support operations, ITIL, or customer experience strategy is a plus Nice to Have
- Cybersecurity, ATO prevention, and Zendesk experience a plus
- Familiarity with Active Directory configuration, Windows system administration, and PowerShell scripting
- SpyCloud transforms recaptured darknet data to disrupt cybercrime.
- Its automated identity threat protection solutions use advanced analytics and AI to accelerate investigations and protect workforce, consumer, and supplier identities from the threats that matter most: authentication bypass, session hijacking, malicious insiders, account takeover, ransomware, and fraud.
Experience
- 3+ years of customer support
Benefits
- Base Salary Range: $65,000 – $85,000
- The salary range reflects the expected base compensation for a fully qualified candidate at this level based on experience, qualifications, and market data at the time of posting. U.S.-Based
- Benefits + Perks (for Full Time Employees):
- In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes:
- 401(k) with Employer Contribution
- Health, Vision, and Dental Insurance
- Health Savings Account (HSA) available with Employer Contribution
- Employer Paid Life, Short-term, and Long-term Disability Insurance
- Generous PTO Plan and 16 paid holidays per year U.K.-Based
- Retirement Savings Plan with Employer Contribution
- Employer Provided Private Health Insurance and Healthcare Cashplan
- Employer Paid Life Insurance and Income Replacement
- Generous Holiday Plan and 14 paid holidays per year About SpyCloud:
- This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
- Compensation Transparency Policy:
- At SpyCloud, we believe in transparency and fairness in compensation.
- We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure.
- We are committed to providing competitive salaries and
- benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters.
Contact
- To learn more and see insights on your company's exposed data, visit spycloud.com . Our Mission:
- Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email careers@spycloud.com .
Additional details
- SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground.
- SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide.
- Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work.
- If you’re driven to align your career with a fantastic mission, look no further!
- SpyCloud is seeking a Support Engineer to join our 24x7 global support operations.
- This role reports to the Director of Customer Support and assists ensuring that customers receive high-quality, technically sound support with a focus on speed, satisfaction, and operational excellence.
- The ideal candidate will be passionate about delivering industry-leading customer support to SpyCloud’s customers. They will be focused on driving the use of leading-edge tools, documentation, and processes that continuously enhance and customer
- experience and leveraging. The right candidate will drive to remove every possible barrier in helping our customers to disrupt cybercrime that could impact their business. What You'll Do: Technical Support:
- Provide technical support for our enterprise customers and partners via phone, web-based tools, and email.
- Reproduce customer issues and, if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation requirements.