Technical Analyst providing customer support for technology issues at a global technology company. Handling technical inquiries and maintaining Microsoft environments in a hybrid work model.
About the role
- Technical Support Engineer at Snyk, addressing customer queries via email, chat, and GitHub. Assisting in issue resolution and contributing to support process improvements.
Responsibilities
- Answering our users’ questions through email, chat, and GitHub issues.
- Understanding, reproducing and (where you can) resolving the issues that our customers encounter.
- Diving into our codebase to figure out where the issue lies and what a good solution might look like.
- Escalating to engineering to resolve highly technical issues.
- Ensuring that every user facing an issue knows exactly when they’ll hear back from us and how we’re doing with solving their problem.
- Listening to our users’ needs, keeping track of recurring requests, and representing their voice in product prioritization discussions.
- Improving our support processes, so that as we continue to grow we can keep providing prompt and delightful service.
Requirements
- You love helping people, and care deeply about providing an excellent customer experience.
- You take a logical approach to solving problems and prioritization.
- You are a clear communicator, both verbally and in writing, and you enjoy explaining things to others.
- You are curious: you love to explore new challenges, but know when you need guidance from someone with more domain experience.
- You’re interested in security or open source software, and you believe in our mission.
- You’re interested in developing your technical skills: you’re excited about working with others’ code, and you have used GitHub or other source control tools.
- You have previous experience working closely with technical teams.
Benefits
- Flexible working hours, work-from home allowances, in-office perks, and time off for learning and self development
- Generous vacation and wellness time off, country-specific holidays, and 100% paid parental leave for all caregivers
- Health benefits, employee assistance plans, and annual wellness allowance
- Country-specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances
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