Senior Technical Support Engineer - US
Cyera · Plano, Texas, United States · hybrid
Join Cyera as a Senior Technical Support Engineer in our Customer Success department, where you will leverage your expertise to provide top-tier technical support and ensure customer satisfaction.
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose and resolve complex technical issues in a timely manner.
- Collaborate with engineering teams to address and escalate critical customer issues.
- Create and maintain detailed documentation for troubleshooting processes and solutions.
- Conduct training sessions and webinars for customers on product features and updates.
- Monitor and report on customer feedback to drive continuous improvement.
- Participate in on-call rotation for after-hours support.
Requirements- 5+ years of experience in technical support or a similar role.
- Proficiency in troubleshooting software and hardware issues.
- Strong understanding of networking concepts and protocols.
- Experience with customer support software and ticketing systems.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Excellent verbal and written communication skills.
- Familiarity with cloud platforms such as AWS or Azure (Preferred).
- Certification in ITIL or similar service management framework (Preferred).