Support Engineer

Spy Cloud is on a mission to make the internet a safer place by disrupting the criminal underground. Spy Cloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes Spy Cloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

Spy Cloud is seeking a Support Engineer to join our 24x7 global support operations. This role reports to the Director of Customer Support and assists in ensuring that customers receive high-quality, technically sound support with a focus on speed, satisfaction, and operational excellence.

The ideal candidate will be passionate about delivering industry-leading customer support to Spy Cloud’s customers. They will be focused on driving the use of leading-edge tools, documentation, and processes that continuously enhance customer experience and leveraging. The right candidate will drive to remove every possible barrier in helping our customers to disrupt cybercrime that could impact their business.

• Technical Support:
  • Provide technical support for our enterprise customers and partners via phone, web‑based tools, and email.
  • Integrate as part of our Global Support team.
• Product Understanding:
  • Develop a deep understanding of Spy Cloud’s products.
• Issue Troubleshooting:
  • Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
  • Reproduce customer issues and, if necessary, file bug reports, elevate cases to engineering, and provide necessary documentation requirements.
• Customer Expectations:
  • Meet or exceed customer expectations on response quality, timeliness of response, and overall customer experience.
• Communication and Improvement:
  • As one of the key contacts with our customers, effectively communicate areas of improvement for both product and services.
  • Help track support metrics and share findings you identify.
  • Uphold and improve our first response time and high standard for customer satisfaction.

• 3+ years of customer support experience in technical environments
• Technical and Analytical
  
  Skills:
  • Strong affinity with internet technologies and knowledge of customer relations technical processes.
  • Exceptional problem‑solving capabilities and ability to adapt to new processes and procedures quickly, while dealing with many varied technical support requests and challenges.
• Organizational
  
  Skills:
  • Stellar organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.
• Creative Problem Solving:
  • Ability to think on your feet and come up with creative solutions to non‑obvious problems.
• Customer Empathy:
  • Empathy for customer challenges and enjoyment in problem solving.
• Familiarity With:
  • Software as a Service (SaaS) solutions.
  • Dev Ops.
  • REST APIs.
  • Programming languages (Python, JSON, JavaScript, etc.) interaction with a REST API (synchronously, asynchronously, parsing results).
  • HTTP Error codes and their relationship to REST API calls.
• Education:
  • Bachelor’s degree (BA/BS) required
  • Bachelor’s degree in a technical related field required (e.g., Computer Science, Information Systems, Business, or equivalent) preferred
  • Advanced certifications or training in technical support operations, ITIL, or customer experience strategy is a plus

• Cybersecurity, ATO prevention, and Zendesk experience a plus
• Familiarity with Active Directory configuration, Windows system administration, and Power Shell scripting
• Creating technical documentation

$65,000 – $85,000

• 401(k) with Employer Contribution
• Health, Vision, and Dental Insurance
  • Health Savings Account (HSA) available with Employer Contribution
• Employer Paid Life, Short‑term, and Long‑term Disability Insurance
• Generous PTO Plan and 16 paid holidays per year

• Retirement Savings Plan with Employer Contribution
• Employer Provided Private Health Insurance and Healthcare Cashplan
• Employer Paid Life Insurance and Income Replacement
• Generous…