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Technical Support Engineer

Vulcan Cyber

Vulcan Cyber

IT, Customer Service
Utah, USA
Posted on Wednesday, May 22, 2024

Technical Support Engineer

  • Customer Success
  • Utah
  • Full-time

Description

Vulcan Cyber helps IT security teams own their exposure risk with an end-to-end solution for the entire attack surface. Some of the world’s biggest companies turn to the Vulcan Cyber ExposureOS to turn vulnerability data into real vulnerability management outcomes.

Each day, we work to become the go-to tool for cyber security teams worldwide - whatever their size or industry.

We're looking for people who can rise to the challenge, keep us on our toes, and help us blaze a trail into our brave new world. If you're a Vulcan, you have big ideas, live for problem-solving, and love what you do and the people you do it with.

We're looking for a Tier 1 Technical Support Engineer ideally located within Pacific Standard Time (PST) to join our global Customer Success team!

Requirements

How You'll Make a Difference

  • Tackle customer challenges head on by asking targeted questions to understand the root of the issue and providing prompt solutions via phone, email or chat
  • Support the Customer Success Team in resolving complex issues within all areas of the technology stack.
  • Work cross functionally with the Sales, Solution Architecture, Product and Development teams to solve customer issues
  • Provide prompt and accurate feedback to customers and internal teams (Solutions Architects) on customer issues
  • Be an expert on the Vulcan Cyber Risk Management Platform
  • Manage incoming support tickets through Zendesk, our website and other avenues

What You Bring to the Table

  • Experience in technical support with a minimum of 2 years
  • Extremely organized, detail-oriented and able to self-manage
  • Eagerness to learn, thirst for knowledge and drive to succeed
  • Excellent problem solving and communication skills
  • Ability to articulate your thoughts and provide step-by-step instructions to customers, both verbally and written

Advantages

  • Experience in the cyber security industry
  • Familiarity with help desk software (eg. Zendesk)
  • Proven success working closely with customers, diagnosing and troubleshooting their security issues