Customer Support Engineer
Armorblox
This job is no longer accepting applications
See open jobs at Armorblox.See open jobs similar to "Customer Support Engineer" General Catalyst.Customer Service
Remote
Posted on Thursday, March 9, 2023
Hi, we’re Armorblox!
We help organizations communicate more securely over email and other cloud office applications with the power of Natural Language Understanding (NLU). The Armorblox platform connects over APIs and analyzes thousands of signals to understand who users are, what they do, and how they communicate. With this context, Armorblox can stop advanced email attacks like business email compromise, and also help organizations stay compliant by protecting their sensitive data from falling into the wrong hands. Security teams also become more proactive after using Armorblox because the platform automates away most of the manual and repetitive tasks involved in responding to user-reported email threats.
We create the VERY BEST People-first Company Culture through thoughtful programs that elevate and engage our People. We are proud to have an industry-leading product, a gender score that ranks in the top 20%, and a diversity score that ranks in the top 30%. We are honored Armorblox was awarded Great Place to Work, Omni Award for Outstanding Wellbeing and Benefits, Best Company Leadership, Best CEOs for Diversity, Best Company Compensation, and was featured in the 2019 Forbes AI 50 list and was named a 2020 Gartner Cool Vendor in Cloud Office Security. Founded in 2017, Armorblox is headquartered in Sunnyvale, CA and backed by the very best investors in Silicon Valley including General Catalyst and Next47.
As a Customer Support Engineer you will support our customers at every turn in their journey. From providing answers to product questions to debugging technical issues. As the primary contact for Customer Support, you will be responsible for providing exceptional service to customers and the field teams by helping investigate their questions and working with Engineering to deliver appropriate updates on their requests and questions. This role will manage issues from their first symptom to their eventual resolution, communicating with our customers and internal stakeholders throughout the process.
People who succeed in this role tend to be empathetic, collaborative, and technically minded. In addition, this role will also proactively support the field in monitoring customer platform health metrics.
You will be successful in this role if you truly enjoy helping customers have a great experience with their technical questions and act as a customer advocate by providing continuous feedback regarding internal support processes, product improvements and customer education.
Role
- Troubleshoot, analyze, and isolate defects reported by customers and communicate necessary fixes to engineering
- Deep understanding of how the product works and is used by customers
- Familiarity with the current and upcoming features
- Strong communicator and cool under pressure with competing customer support tickets
- Verify and identify root causes of customer reported tickets
- Ability to closely work with Engineering to stay updated on ticket status
- Continuously keep the customer and field team updated on open tickets and health metrics
- Act as a customer advocate by providing continuous feedback regarding internal support processes, product improvements and customer education
Requirements
- Bachelor's degree in Computer Science or related fields
- 3+ years of work experience in a technical customer support or related fields
- Experience working closely with Engineering and Product teams to resolve bugs in production environments
- Working knowledge in one or more of the following languages - Go, Python, Bash
- Deep understanding of Linux based systems
- Ability to debug using scripts and other resources
- Communicate technical issues based on audience (engineering vs customer)
- Open to learn continuously and work both independently and in a team
- Willing to work in Pacific Time Zone
Plus
- Working knowledge of Docker and Kubernetes
- Experience with monitoring solutions: ELK, Grafana, Prometheus
- Experience with SQL or NoSQL datastores
- Prior Startup experience and/or enjoy working in a fast-paced changing environment
- Passionate about security
Our People are our most important asset.
We believe in recruiting the best talent that enhances our culture, embodies our values and empowers Armorblox. We center our programs and initiatives around our People and are committed to an inclusive and diverse team through programs and initiatives, equal pay, competitive benefits, and more.
Armorblox is an equal opportunity employer.
We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.
This job is no longer accepting applications
See open jobs at Armorblox.See open jobs similar to "Customer Support Engineer" General Catalyst.