Senior Customer Support Engineer - ME

Who you are

You have a strong background in customer support, ideally with experience in technical environments where you’ve helped users navigate complex issues. Your communication skills are top-notch, allowing you to convey technical information clearly and effectively to customers. You thrive in a collaborative setting, working closely with Customer Success Managers and product teams to ensure customer satisfaction. You are proactive in identifying potential issues and are committed to providing timely and helpful support across various channels.

Desirable

Experience in cybersecurity or related fields would be a plus, as it will help you understand the unique challenges our customers face. Familiarity with ticketing systems and real-time communication tools like Slack will enhance your ability to assist customers efficiently.

What you'll do

In this role, you will take ownership of customer support tasks, ensuring users receive the assistance they need promptly. You will manage and prioritize technical support tickets, escalating issues as necessary to maintain fast resolution times. Your responsibilities will include providing real-time assistance via Slack, helping customers troubleshoot issues, and offering best practices for using our platform effectively. You will also support onboarding efforts in collaboration with Customer Success Managers, occasionally joining customer calls to provide additional guidance.

You will play a key role in enhancing the customer experience by gathering feedback and identifying areas for product improvement. Your insights will be invaluable in shaping our support processes and ensuring that our solutions meet customer needs effectively. You will be expected to stay updated on product features and enhancements to provide accurate information to customers.

What we offer

At Filigran, we are committed to building a diverse and inclusive workplace where everyone feels valued. We offer a supportive environment that encourages professional growth and development. You will have the opportunity to work with a talented team dedicated to revolutionizing cyber threat management. We believe in the importance of work-life balance and provide flexible working arrangements to accommodate your needs. Join us in our mission to strengthen organizational security posture and make a meaningful impact in the cybersecurity ecosystem.