Support Engineer

SpyCloud is seeking a Support Engineer to join our 24x7 global support operations. This role reports to the Director of Customer Support and assists ensuring that customers receive high-quality, technically sound support with a focus on speed, satisfaction, and operational excellence.

The ideal candidate will be passionate about delivering industry-leading customer support to SpyCloud's customers. They will be focused on driving the use of leading-edge tools, documentation, and processes that continuously enhance and customer experience and leveraging. The right candidate will drive to remove every possible barrier in helping our customers to disrupt cybercrime that could impact their business.

What You'll Do:

• Technical Support:

• Provide technical support for our enterprise customers and partners via phone, web-based tools, and email.
• Integrate as part of our Global Support team.

• Product Understanding:

• Develop a deep understanding of SpyCloud's products.

• Issue Troubleshooting:

• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
• Reproduce customer issues and, if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation requirements.

• Customer Expectations:

• Meet or exceed customer expectations on response quality, timeliness of response, and overall customer experience.

• Communication and Improvement:

• As one of the key contacts with our customers, effectively communicate areas of improvement for both product and services.
• Help track support metrics and share findings you identify.
• Uphold and improve our first response time and high standard for customer satisfaction.

• 3+ years of customer support experience in technical environments
• Technical and Analytical Skills:

• Strong affinity with internet technologies and knowledge of customer relations technical processes.
• Exceptional problem-solving capabilities and ability to adapt to new processes and procedures quickly, while dealing with many varied technical support requests and challenges.

• Organizational Skills:

• Stellar organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.

• Creative Problem Solving:

• Ability to think on your feet and come up with creative solutions to non-obvious problems.

• Customer Empathy:

• Empathy for customer challenges and enjoyment in problem solving.

• Familiarity With:

• Software as a Service (SaaS) solutions.
• DevOps.
• REST APIs.
• Programming languages (Python, JSON, JavaScript, etc.) interaction with a REST API (synchronously, asynchronously, parsing results).
• HTTP Error codes and their relationship to REST API calls.

• Education:

• Bachelor's degree (BA/BS) required
• Bachelor's degree in a technical related field required (e.g., Computer Science, Information Systems, Business, or equivalent) preferred
• Advanced certifications or training in technical support operations, ITIL, or customer experience strategy is a plus

Nice to Have

• Cybersecurity, ATO prevention, and Zendesk experience a plus
• Familiarity with Active Directory configuration, Windows system administration, and PowerShell scripting
• Creating technical documentation

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Life insurance, At SpyCloud, we are committed to working alongside individuals who are equally passionate about preventing cybercrime, regardless of their department or role. Guided by our core values in all business decisions, we prioritize unity in our mission and ensure all SpyCloud employees have the support and benefits they need to stay focused on our goals. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes:
• 401(k) with Employer Contribution
• Health, Vision, and Dental Insurance

• Health Savings Account (HSA) available with Employer Contribution

• Employer Paid Life, Short-term, and Long-term Disability Insurance
• Generous PTO Plan and 16 paid holidays per year

U.K.-Based Benefits + Perks (for Full Time Employees):

• Retirement Savings Plan with Employer Contribution
• Employer Provided Private Health Insurance and Healthcare Cashplan
• Employer Paid Life Insurance and Income Replacement
• Generous Holiday Plan and 14 paid holidays per year

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud's solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you're driven to align your career with a fantastic mission, look no further!, SpyCloud transforms recaptured darknet data to disrupt cybercrime. Its automated identity threat protection solutions use advanced analytics and AI to accelerate investigations and protect workforce, consumer, and supplier identities from the threats that matter most: authentication bypass, session hijacking, malicious insiders, account takeover, ransomware, and fraud. Its data from malware-infected devices, successful phishes, combolists, and third-party breaches also powers many popular dark web monitoring and identity theft protection offerings. Customers include 7 of the Fortune 10, along with hundreds of global enterprises, mid-sized companies, and government agencies worldwide. Headquartered in Austin, TX, SpyCloud is home to more than 250 cybersecurity experts whose mission is to protect businesses and consumers from the stolen identity data criminals are using to target them now., SpyCloud is a place for innovative, collaborative, and problem-solvers to thrive. Individually, we're amazing, but together, we're unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable, At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters.