Technical Support Analyst

About Blumira and Our Culture

By making detection and response rapid, simple, and affordable, we can help organizations of all sizes - especially small and medium-sized businesses - which have been neglected, priced-out, or, simply—failed—by existing solutions. In helping them, we help their customers, and, overall, make the Internet a safer place. We have a platform, a vision, and a team that can turn the tide. To realize our vision, we're looking for inquisitive and driven teammates, like you! Be part of a friendly and supportive team that embraces who you are and offers you the opportunity to help build and scale the Ann Arbor tech security scene and to learn and grow with experienced SaaS security leaders. You will have the ability to make a big impact in the initial build of Blumira’s Customer Experience organization and take Blumira to the next level!

About the Opportunity

This is a multi-functional role for someone who’s passionate about helping others be successful with software and protect their organization’s security to the fullest extent possible. Technical Support Analysts work closely with our customers to make sure they know their security is in good hands with Blumira, by ensuring that the app is functioning properly, customers know how to use the app, and advocating for new product functionality and usability enhancements when appropriate.

Role Expectations 

• Deliver the best possible support experiences for our customers through a combination of technical expertise and thoughtful, timely, and empathetic communication
• Troubleshoot with our customers regarding any issues they experience with Blumira
• Develop and maintain relationships with our growing customer-base
• Help customers use Blumira successfully by answering technical support messages in a timely manner
• Work with the R&D team to advocate for technical solutions that empower our customers to be successful with our product and increase their security expertise
• Work independently but know when to consult with your colleagues for assistance
• Share your technical expertise to all levels of the Customer Experience department, our customers, and our colleagues
• Identify and share opportunities to improve our documentation, process, and products
• Help the team wow our customers with the Blumira product’s capabilities
• Schedule: Monday - Friday, 8 A.M. ET - 5 P.M. ET

About You

• 3+ years of technical support experience
• Strong people skills that turn all Blumira customers (even frustrated ones!) into Blumira’s biggest fans
• Passion for teamwork, problem solving, and exceptional customer experience
• Strong written and verbal communication skills
• Experience with Zendesk or similar support ticketing software
• The ability to work at a fast pace, analyzing information and responding to customers in a timely manner
• The ability to analyze many logs, oftentimes looking for the proverbial needle in the haystack
• The ability to keep the big picture in mind, knowing that every customer interaction with the CX team has an impact on the customer’s broader experience with Blumira
• The ability to work independently with minimal direction of daily tasks
• Quality of character, including a desire and eagerness to help others

Bonus

• Startup experience
• Education in IT/Computer Science or Cybersecurity and/or other industry certifications are a plus
• MSP experience is a strong plus
• Connectwise experience
• Endpoint agent troubleshooting experience

Perks and Benefits: 

• Competitive compensation and stock equity plan
• Unlimited PTO
• A flexible work environment 
• Comprehensive benefits package that includes medical, dental, vision, and life insurance, as well as a company sponsored pre-tax retirement savings program
  
  

Salary: $65,000 - $75,000

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

This position requires prolonged periods of sitting at a desk and working on a computer.

This position may require occasional travel. The frequency and duration of travel will vary depending on business needs.

Blumira is an inclusive employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.