Key Facts

Remote From:

United States

Full time

Mid-level (2-5 years)

English

Hard Skills

Other Skills

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Training And Development
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Customer Service
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Troubleshooting (Problem Solving)
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Communication
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Multitasking
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Teamwork
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Problem Solving

Roles & Responsibilities

3+ years in a technical support or customer-facing role (tier 2/tier 3), with hands-on experience troubleshooting and resolving technical issues across various technologies.
Proficiency in SQL.
Cloud expertise (e.g., Google Cloud, Grafana).
Strong knowledge of Incident Management processes.

Requirements:

Resolve customer issues by delivering fast and efficient support and troubleshooting platform-related queries.
Identify, document, and report bugs, working closely with engineering to ensure timely resolutions.
Collaborate cross-functionally with Customer Success and Engineering to prioritize and resolve critical customer issues.
Proactively communicate with customers throughout the support process and contribute to product improvements based on feedback.

Guardz

Computer Hardware & Networking

About Guardz

Guardz provides MSPs and IT professionals with an AI-driven cybersecurity platform designed to secure and insure small businesses against cyberattacks. Our unified detection and response platform safeguards users, emails, devices, cloud directories, and data. By simplifying cybersecurity management, we enable businesses to focus on growth while reducing security complexities. By combining robust cybersecurity technology and deep insurance expertise, Guardz ensures that security measures are consistently monitored, managed, and optimized to prevent the next attack and mitigate the risk. In a world that lives and breathes all things digital, every business is at risk. Cybersecurity has become a major problem for small and growing businesses due to limited budgets, resources, time, and training. Hackers are leveraging these vulnerabilities, and most of the existing cybersecurity solutions on the market are too cumbersome, too complicated, and far too costly, leaving a gap in the market. Give your customers the confidence that their business is being protected from the inside out without having to do any of the heavy lifting

Company type: Startup

Industry: Computer Hardware & Networking

Founded: 2018

Company size: 11 - 50

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Job description

Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $85M in funding and rallying a dedicated team of 100 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one Secure & Insure platform, and continue to grow and expand our team, our partnerships and our revenue.

Our Technical Support Engineer will interact with our customers daily ensuring they have an amazing experience. You'll troubleshoot complex customer issues, provide end-to-end technical support, collaborate with engineering teams to identify root causes and implement solutions, while also contributing to knowledge base development and supporting product improvements. This role is highly collaborative and requires someone who can work cross-departmentally. If you're a passionate problem-solver with a knack for clear communication and a desire to work in a fast-paced, collaborative environment, then we want to hear from you!

Responsibilities:

Resolve Customer Issues: Deliver fast and efficient support, addressing customer queries and resolving issues related to our platform.
Bug Reporting: Identify, document, and report bugs, working closely with engineering to ensure timely resolutions.
Cross-Functional Collaboration: Partner with Customer Success and Engineering teams to prioritize and resolve critical customer issues.
Product Influence: Leverage customer feedback to drive product improvements and shape the platform's future.
Quick Troubleshooting: Apply strong problem-solving skills to diagnose and resolve issues with minimal disruption.
Proactive Communication: Keep customers informed and up-to-date throughout the entire support process.
Solution Documentation: Create and maintain comprehensive, user-friendly documentation for common issues and solutions.
Continuous Improvement: Gather feedback to inform and fuel ongoing enhancements to our products and services.
Customer Onboarding and Training: Guide new users to quickly become proficient with our platform.
Performance Monitoring: Proactively monitor system performance and customer usage to identify and address potential issues.

Requirements:

3+ years in a technical support or customer-facing role (tier 2/tier 3), with hands-on experience troubleshooting and resolving technical issues across various technologies.
Proficiency in SQL.
Cloud expertise (e.g., Google Cloud, Grafana).
Proven experience working with SentinelOne
Strong knowledge of Incident Management processes.
Basic understanding of cyber security, networking and operating systems.
Experience with Intercom is an advantage.
Coding skills (Python etc.) is an advantage.
Exceptional multitasking and project management skills, with a proven ability to manage multiple projects in a fast-paced environment.
Excellent communication skills, with the ability to explain complex technical concepts to diverse audiences including end-users, developers, and business stakeholders.
Proven experience in creating and managing technical documentation.
Ability to work independently as well as collaboratively within a team.