Technical Support Engineer at Sabaoth OU

Job Description

• How often are you given the opportunity to build something from the ground up, with an abundance of resources at your disposal; to be part of a team of people accomplished in diverse scientific and engineering disciplines, focused on using the best of what lies at the forefront of technology to address complex, real-world problems that have a positive impact on potentially millions of peoples' lives? This is that kind of opportunity.
• The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues.
• You will support the customer by acting as the liaison between the customer and other internal teams.
• Your ability to work in complex networking environment will also make you an ideal candidate.

Responsibilities

• Reproduce customer environment and run tests
• Manage and address electronic tickets efficiently
• Liaise between sales team, customer success team, and customers to properly address customer problems
• Troubleshoot and configure software and hardware
• Provide thoughtful direction and support for technical inquiries
• Manage the day-to-day aspects of support cases, incidents, and escalations
• Ensure issues have the appropriate focus and are resolved as expediently as possible
• Document and record all activity in accordance to both internal and external security standards
• Research, reproduce, troubleshoot, and solve highly challenging technical issues
• Serve as subject-matter expert on our software solutions
• Contribute frequently answered questions to the knowledge base
• Knowledge on how the internet mail system works under the hood.

Qualifications

• 2+ years' of technical support experience
• Customer service oriented
• Knowledge of email systems and deployments (important)
• Strong written and verbal and troubleshooting skills
• Strong attention to detail and highly organized, with effective multi-tasking and prioritization skills
• Proactive, self-motivated, and self-directed, with the ability to learn quickly and autonomously
• Comfortable with ambiguity
• Superior problem-solving and troubleshooting skills
• Ability to work as part of a collaborative cross-functional team in a fast-paced environment
• Must speak German and English professionally.