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We are looking for a full-time, remote Technical Support Engineer with 2+ years of software support experience to join our U.S. client's customer support team. In this role, you will provide daily technical support, assisting customers in resolving their software and compliance-related issues. You will work closely with the Sales, Customer Success, Engineering, and Product teams, and you will have access to tool subscriptions, such as Enterprise ChatGPT, Grammarly, and GitHub Copilot (if required), to deliver exceptional support. Our client makes trust-building in business relationships effortless. With greater trust comes greater business growth. At their core, our client takes the drudgery out of compliance by automating critical compliance activities and bringing joy into a traditionally drab space. The client's software platform enables companies to quickly and cost-effectively adopt formal security and privacy programs, measure their efficacy against compliance standards, and share achievements with customers via AI to answer security questionnaires. As a result, compliance becomes habitual, simple to understand and implement, and continuously verifiable, allowing businesses to gain transparency into their compliance status. Responsibilities Drive resolution of customer issues, act as a customer advocate, and maintain happy and satisfied customers. Follow the client's customer support process and meet established service level agreements (SLAs). Triage support requests by conducting a first-level investigation of technical product issues. Provide continuous and timely updates on issue resolution status to customers and key internal stakeholders. Engage with the Engineering team to ensure timely resolution of customer issues according to SLAs and escalate when necessary. Required Experience Excellent written and verbal English communication skills. University degree with a major in Computer Science, Engineering, or a related technical field. 2+ years of customer support experience for a commercial software product. Passion for providing technical support to customers and helping them gain success using client products. Demonstrated ability to investigate and troubleshoot product issues by reproducing the problem, examining application logs, and reviewing debug messages and stack traces. Strong problem-solving capabilities in a Software-as-a-Service (SaaS) application environment. First point of customer contact and an ability to act independently, as well as a willingness to involve a manager and others when in need of assistance. A quick learner who is inquisitive about new products and features. Career-minded and willing to take on the responsibilities of learning new software development languages and tools while still maintaining an exceptionally high standard of support delivery. Trustworthy, team-oriented, and transparent. Preferred Experience Demonstrated capabilities using the Chrome Browser Development Toolset when appropriate to solve specific problems. Experience with Atlassian/Jira. Experience with Linux commands and networking will be a significant advantage. REST APIs (in Postman), JavaScript basics, Basic SQL commands, Log aggregation and monitoring tools such as DataDog, experience using project management tools such as Jira. Let's learn from them. Be transparent. We recognize you as an individual, with no presumptions or judgment. Be the extraordinary you. 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays. Start: ASAP. Core Client Values: Trust, Health, Respect, Evidence-Based Decisions, Accountability, Diversity. Our diversity makes us stronger; we celebrate diversity and build products that everyone loves. About Velozient: We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. If this type of opportunity excites you, then consider joining our team. #J-18808-Ljbffr
