Technical Support Engineer Faro

Technical Support Engineer
Faro
Faro, Faro District, Portugal

Job Description

Are you passionate about helping customers? Do you enjoy digging into issues and explaining your findings? If so, you’ll fit right in on the Bitsight Customer Support Team.

We focus on partnering with our customers and ensuring that our users get the most value from the Bitsight platform. As a Technical Support Engineer, you will provide quality customer support to internal teams and customers, and advocate for both across the organization.

Your Day Will Include:

• Handle customer requests via email and chat (with an occasional video call). Requests are often technical, and we enjoy digging into the details and helping the customer understand.
• Provide outstanding customer support. We are our customer’s partner, and their success is our success.
• Solve your customer's issues, working with Engineering and Product to get the best possible outcome for our customers.
• Work with Customer Success and Account Management, to help resolve their customers’ issues. We work with Fortune100 companies, and often need to coordinate with multiple stakeholders.
• Document what you learn. There is always something new to learn, and it’s important we share those across the team.
• Become an expert on Bitsight platform functionality and methodology, whether it’s helping customers or explaining the why behind an answer to an internal team.

We are Looking for. . .

• Customer First Attitude: Providing a great customer support experience is important. We are looking for someone who cares about the customer and wants to find creative ways to help them reach their goals.
• Learner: In our space, there is always something new to learn, or a new problem to dig into. We are looking for someone who will use our existing knowledge, and dig into problems and find solutions on their own.
• Be Part of a Team: We are a close knit team across three locations, and focus on being a resource to one another. We are looking for someone to join us!
• US Support Shift: The hours for this role are 1PM-10PM WET, supporting our global customer base through email and live chat.

Desired Qualifications:

• 2+ years of experience in a technical customer support role
• Strong verbal and written communication skills
• Basic troubleshooting with UNIX/Shell console
• Familiarity with Networks: IP’s, SSL certificates and DNS.
• Familiarity with relational databases such as My
  SQL, Oracle or MS SQL Server
• Nice to Have: Experience supporting Saa
  S platforms