Senior Customer Support Engineer - NA

Who you are

You have a strong background in customer support, ideally with experience in technical environments — you understand the importance of delivering timely and effective assistance to users. Your communication skills are top-notch, allowing you to convey complex information clearly and empathetically. You thrive in a collaborative setting, working closely with Customer Success Managers and product teams to ensure customer needs are met. You are proactive in identifying potential issues and are committed to enhancing the user experience.

Desirable

Experience in cybersecurity or related fields is a plus, as it will help you understand the unique challenges our customers face. Familiarity with ticketing systems and remote support tools will enable you to manage and prioritize support requests effectively. A passion for technology and a desire to learn about our innovative solutions will set you apart.

What you'll do

In this role, you will take ownership of customer support tasks, ensuring users receive the help they need promptly. You will manage technical support tickets through our ticketing system, escalating issues as necessary to maintain fast resolution times. Providing real-time assistance via Slack will be a key part of your responsibilities, helping customers troubleshoot and understand best practices for using our platform. You will also support onboarding efforts in collaboration with Customer Success Managers, occasionally joining customer calls to provide guidance and ensure a smooth transition.

Your role will involve gathering feedback from customers to identify areas for product improvement, contributing to the overall enhancement of our solutions. You will play a vital role in building customer confidence in our products, ensuring they feel supported and informed in their day-to-day use. By collaborating with various teams, you will help shape the future of our offerings and contribute to our mission of revolutionizing cyber threat management.

What we offer

At Filigran, we believe in fostering a supportive and inclusive work environment. You will have the opportunity to work remotely, allowing for flexibility in your work-life balance. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to strengthen organizational security posture and make a meaningful impact in the cybersecurity ecosystem.