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Technical Support Engineer (Remote)

Company

Ordr
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-07-23
Posted at 11 months ago
Job Description
Ordr is looking for a Technical Support Engineer (TSE) in support of post sales
customer and partner inquiries on product configuration, performance, and
alignment of resources ensuring optimal product performance. Our TSEs work with
customers to continuously ensure they are satisfied with the services and improve
on areas that need attention. You must be energetic, passionate, and empathetic,
desiring to make a real impact on the success of our customers and Ordr. You enjoy
forging new relationships and winning over colleagues, customers, and business
partners alike with your personable, yet professional, communication skills.
This is a unique opportunity to join an exciting startup in a hot space and make a
tremendous impact on Ordr Security’s growth in this new emerging marketplace.
The role reports to the VP of Customer Success, the work is remote.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Periodically works with partners to perform problem isolation and resolution.
  • Ability to use diagnostic aids, tools, and appropriate lab equipment as necessary.
  • Define, manage, and execute problem resolution plans and drives solutions/fixes through engineering and QA.
  • Partner closely with other cross-functional team members to translate customer needs and product requirements into new solutions for customers.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
  • Effectively manages many different tasks simultaneously
  • Participates in the review of technical documentation for training materials, technical marketing collateral, troubleshooting guides, etc.
  • Provide support to understand, troubleshoot, diagnose, reproduce, and provide fault isolation in resolving escalated technical issues.

EXPERIENCE & QUALIFICATIONS
  • 5+ years of experience in a similar customer-facing job function.
  • 802.1x/NAC, Cybersecurity, Vuln management.
  • Strong communication, interpersonal, and customer service skills.
  • Experience working in a B2B SaaS organization, strong familiarity with
  • Strong empathy for customers AND passion for customer success.
  • Security concepts, remote access, and cloud.
  • Must have some Linux, VMWare ESXi, and Firewall knowledge.
  • Must have strong switch and router expertise.
  • CCNA, JNCIE or higher preferred.