- Perm, Central
- Must have at least 3 years of experience providing strong L2 technical support to enterprise SaaS b2b global customers
- Experience must come from software company / vendor space.
- Strong customer service mindset and willing to go above and beyond to resolve issues.
As a Global Technical Support Engineer, you will provide front-line technical support to enterprise customers and partners across the globe. You’ll work with a range of IT security and Privileged Access Management solutions, addressing technical issues and helping customers through web, phone, and email support.
Responsibilities:
- Respond to customer inquiries and resolve technical problems through web portal, live sessions, and phone support.
- Address both business and technical issues by researching, reproducing, and troubleshooting.
- Document technical inquiries and contribute to knowledge-sharing content for both internal teams and customers.
- Collaborate with global support teams, security services, sales, and operations to ensure long-term customer success.
- Build strong relationships with customers, serving as a trusted advisor and main contact during product deployment and service expansion.
- Assist customers with service requests and technical issues, particularly in cloud security.
- Act as the customer’s voice, providing feedback to improve products and services.
- Work with R&D and Product Management teams on product usage, user experience, and automation, influencing the product roadmap.
Qualifications:
- 4+ years of experience in technical support or a similar role within a software company.
- Strong technical troubleshooting and problem-solving abilities.
- Excellent time management, decision-making, and organizational skills.
- In-depth knowledge of Microsoft Windows server platforms, including Active Directory, RDS, and GPO in enterprise environments.
- Experience with Linux (RHEL, CentOS) system and network administration.
- Advanced knowledge of Linux webserver applications.
- Certifications in cybersecurity, cloud platforms (AWS, Azure), or related technologies are a plus.
Triton AI Pte Ltd
Registration Number: R1980724
EA: 21C0661
