Sr. Solutions Support Engineer
About The Position
The browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web-based SaaS applications.
At Seraphic, we are revolutionizing browser security. Our patent-pending technology offers unmatched protection against zero-day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage.
Why Seraphic?
- Seamless Access: Browse internal sites and private applications directly from your browser without a VPN or a remote desktop
- Innovative Environment: Be part of a team leading the cybersecurity frontier shaping the modern solutions impacting billions of users
- Challenging Technologies: Engage with a rich SaaS app, high-scale backend processing millions of requests, and a core networking solution, all with the highest level of security
- Innovation and Leadership: Leverage our patented technology and leadership recognition, such as Frost & Sullivan's 2024 Enabling Technology Leadership Award for Global Zero Trust Browser Security
- Collaboration and Team: Work with industry experts in a collaborative environment to solve complex problems
This is an exciting opportunity to join a fast-growing start-up company, consisting of talented team players, with the best-of-breed solution revolutionizing browser security.
Join us in shaping the future of secure browsing!
We are looking for a proactive and detail-oriented Solutions Support Engineer.
What You'll Do:
- Onboard new customers, ensuring smooth initial integration with our products
- Provide comprehensive technical support, diagnosing and resolving customer issues efficiently
- Configure and customize Seraphic products to meet specific client environment requirements
- Collaborate closely with product and R&D teams to address technical challenges and suggest system improvements
- Support sales teams by offering technical expertise during pre-sales processes
- Develop and maintain technical documentation, including user guides and FAQs
Requirements
What You’ll bring with you:
- 4+ years of technical experience in Customer Support, Professional Services, Technical Support, or related technical customer-facing role in a cyber security company
- Understanding of cybersecurity threats, vulnerabilities, and best practices - Experience with browser security is an advantage
- Familiarity with common web protocols
- Experience in diagnosing and resolving issues related to proxies and firewalls
- Proven experience with deployment tools like: SCCM, Intune and JAMF
- 3-5 years of system management experience across Windows, Linux, and macOS
- Familiarity with ticketing systems like Jira and Zendesk
- Ability to write clear and concise troubleshooting guides, FAQs, and process documents
- Problem solving attitude and analytical thinking, self-motivation and dedication to solving customer problems based on understanding the true pain of the customer, and finding data-driven solutions
- Great project management skills and able to communicate effectively with different stakeholder groups across a diverse set of industries, sizes, and experience level
- Ability to multitask and prioritize several projects simultaneously
- Self-motivated with dedication to understanding customer challenges
- Exceptional written and verbal communication skills for both technical and non-technical audiences
- Excellent English proficiency - both written and verbal
