Technical Support Specialist

Team

Role

Job functions

• Serve as the initial point of contact for customers seeking technical assistance via various channels.
• Diagnose and resolve technical issues related to our DAST product, ensuring timely and effective solutions.
• Track and manage support tickets, ensuring accurate and timely updates are provided to customers.
• Maintain detailed records of customer interactions, technical issues, and resolutions in our support database.
• Identify and escalate complex issues to higher-level support or specialized teams as necessary.
• Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles.
• Gather and relay customer feedback to the product and development teams to help improve our offerings.

Hard skills

• 1-2 years of experience in IT or Networking or similar technical support roles; comfortable working in Windows, Linux, APIs and CLI services/commands.
• Knowledge of Linux and Microsoft Windows in Enterprise environments.
• Optional understanding and knowledge of common types of application layer vulnerabilities, Firewalls, and Security products.
• Optional knowledge of SDLC, OpenAPI/Swagger, CI/CD platforms (Jenkins, GitHub etc), Cloud technologies, applications development, applications security, and vulnerabilities.

Soft Skills

• Excellent communication skills in English. An ability to influence, persuade, and motivate people at every level and every function to partner with you on solving problems.
• Strong ability to work with enterprise customers, handle their expectations, and solve and/or escalate problems.
• Ability to work with customers and teams across time zones including the US and other parts of the world.

What we offer

• Interesting, technical, and challenging assignments with abundant international professional experience
• Competitive compensation.
• Working in shifts (hybrid work – office, home).
• Opportunities for professional growth and advancement.
• Ability to interact with some of the largest global organizations as customers.