Technical support engineer | Mid-senior | Day shift

Company:

Nord Security is one of the world’s leading providers of digital security and privacy solutions for businesses and individuals. We are a home for advanced security solutions that share the Nord brand and values. Today, our products are used by millions of customers worldwide and praised by all the major cybersecurity experts and top media outlets.

Role:

Job Description

Become a technical expert on the NordLayer platform; Take ownership of customer-reported issues and see problems through to resolution; Research diagnose troubleshoot and identify solutions to resolve customer issues; Attend online meetings with clients (together with Account Executives or Account Managers) and provide technical know-how and guidance to potential and existing customers; Work with engineering product and customer teams to ensure speedy resolution; Collaborate with department leads to ensure that our team has all the necessary tech-related information; Contribute to our FAQs which serve as our customer’s knowledge base.

Job Requirements

2+ years of experience doing technical product support; Familiarity with networking VPN concepts and SaaS products would be a great advantage; Outstanding customer service skills and empathy for customers; Excellent written and verbal communication skills (English); Very comfortable with technical concepts great analytical skills and can communicate complex network connectivity scenarios to a range of audiences; Able to work asynchronously with a globally-distributed team; Familiarity with platforms such as Zendesk SalesForce Jira and Confluence would be a big advantage.