Technical Support Engineer

Boston

Technical Support Engineers are the primary, customer facing, technical resource addressing customer’s questions and issues with the ZeroNorth solution. Technical Support Engineers are responsible for managing the assessment, resolution, and communication back to the customer.   They must be able to clarify and articulate the issues / responses between the customer and Support and must be able to establish and maintain strong relationships throughout the support cycle.

The ideal candidate is innately curious and has a high aptitude for quickly learning the leading-edge technologies used in today’s SDLC practices. In addition to knowing ZeroNorth’s offerings inside and out, our Technical Support Engineers are excellent communicators, relentless about getting things done, out-of-the-box thinkers and masters of prioritization.   In this role, you will provide support services to ZeroNorth customers and prospects, troubleshoot, reproduce and devise workarounds to customer issues as well as working closely with other departments (R&D, Product Management and QA) to resolve them.

Specific responsibilities:

The Technical Support Engineer:

  • Create and respond to support tickets submitted by customers in accordance with the SLA
  • Proactively update support tickets and communicate issue status to applicable customer
  • Have good customer service skills and see technical problems through to resolution
  • Ability to elicit high marks and positive feedback on customer surveys
  • Analyzing call logs to spot common trends and underlying problems
  • Updating self-help documents and knowledge base so customers can solve questions on their own
  • Generate feature requests and bug fixes
  • Work well across all departments, including Customer Success, Product Management, Engineering and Sales

What we are looking for:

  • Bachelor’s degree in Computer Science or related field
  • At least 3 years of experience in Technical Support or a customer-facing technical role
  • Experience working with different operating systems (Windows/Linux/Unix)
  • Experience working with SaaS environments (AWS, MS Azure) as well as on-premise
  • Experience with programming environments (e.g. Java, JavaScript, Python, Go, C#, Ruby, C++)
  • Experience working with Databases and SQL queries
  • Excellent analytical and problem-solving skills
  • Customer-oriented with outstanding communications skills in English (written and verbal)

Considered a plus:

  • Experience with software development build tools (e.g. Maven, NPM, NuGet, Gradle, Ant) – Big plus
  • Experience with SDLC and DevOps tools (e.g. GitHub, BitBucket, JFrog Artifactory, Azure DevOps, Jenkins, TeamCity) – Big plus
  • Experience with container OS-level virtualization (e.g. Docker, Kubernetes, OpenShift)

If you are interested in this position, please fill in the form below. 


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