Silverfort is a cyber security startup that develops a revolutionary identity protection platform. Our mission is to provide industry leading unified identity protection solutions for hybrid and multi cloud environments. Using patented technology, Silverfort's platform enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers.
Silverfort has been widely recognized as an industry innovator, being named “Best of MFA award” from Expert Insights, Microsoft Security 20/20 partner award, Homeland Security Awast for Best Identity Access Management platform for its agentless secure authentication and zero trust platform by Astors.
We are looking for a Technical Support Engineer to join our growing team. In this role, you will work with our customers to resolve technical issues and help them successfully use the product. You will also work cloesly with R&D, Customer Success, and Sales teams to improve our product and technical processes. You will be focused on West coast hours.
Responsibilities
- Be first in line to analyze and troubleshoot incoming technical issues from our customers via email and Zoom sessions
- Provide technical how-to and best practices to ensure proper implementation of Silverfort platform, you will own and monitor issues from the start to resolution
- Work closely with the R&D teams, Field & Sales Engineers, Customer Success, and other teams to ensure smooth onboarding, deployment, and on-going relationship with customers all around the world
- Provide timely information to customer-facing teams to improve overall customer satisfaction
- Create and improve internal knowledge base articles
- Work directly with management to create and improve current support procedures
Requirements
- 3+ years of experience in global Customer Support
- Proven experience working with external customers
- Excellent knowledge in Networking- a must
- Cyber Security or Identity/Authentication background-preferred
- Proven knowledge working with Linux and Windows environments
- Experience working with Active Directory
- Experience working with ticketing and support systems
- Ability to work in a fast paced and changing environment.
- Ability to take initiative and adapt
- Ability to perform under pressure within a positive work culture
- Willingness to travel around 10% of the time
- Creative thinker and an amazing team player
- Need to be comfortable working west coast hours- PST
- Ability to cover on-call shifts as needed
