Senior Technical Support Specialist

1 week ago


Boston, Massachusetts, United States Transmit Security Full time
Job Description

About the Role:

We are seeking a highly skilled Senior Technical Support Specialist to provide exceptional customer service, lead processes, and work on a mission-critical product.

Key Responsibilities:

  • Deliver advanced technical support within the desired SLA while ensuring customer satisfaction goals are achieved
  • Take ownership of customer issues and follow problems through to resolution
  • Manage escalations and evaluate root cause analysis to eliminate recurring customer issues
  • Provide follow-the-sun service and handle complex customer issues through the Support portal independently and in a professional manner
  • Troubleshoot Transmit Security Platform issues reported by Transmit Customers, including functionality and usability-related complex issues
  • Interact effectively with a wide variety of customers with different requirements and backgrounds, including the Customer's development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices
  • Collaborate with Engineering and Product teams to ensure seamless support

Requirements:

  • At least 6 years of technical support engineering experience
  • Experience working in mission-critical environments
  • Experience in working with multi-tier and complex applications
  • Experience working with ticketing systems such as Salesforce
  • Hands-on experience in on-prem and SaaS customer support
  • Strong analytical and troubleshooting skills
  • Service-oriented personality with a can-do attitude
  • Excellent interpersonal and communication skills in English
  • BS/BA in Information Technology, Computer Science, or a related discipline; professional certification is an advantage
  • Experience with monitoring tools (Datadog, Prometheus, and others)
  • Experience with Unix
  • Familiar with one of the programming languages such as Java, Scala, Python, bash scripting
  • Experience with DBs
  • Experience supporting REST API (API Gateway)
  • Familiar with SaaS and Cloud environments like Salesforce, GCP (G Suite), Azure, AWS
  • Familiar with web-based products - different OS browsers (Cookies, local storage, incognito)
  • Knowledge on authentication technologies such as FIDO-based biometrics
  • Knowledge on Authentication, Federation SSO protocols and specifications: OIDC (2.0), OAuth, SAML, etc.
  • Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
  • Good knowledge on Mobile Platforms (IOS, Android)
  • A team player with the ability to work independently


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