.Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.Join our team of innovators who are redefining insider risk management through cutting edge technology. More than 10,000 organizations across the globe use Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market.As a global team, Teramind embraces an inclusive and flexible work environment and team culture. We win together, learn from each other and respect each other while delivering best-in-class security solutions.**About the role**As a Technical Support Engineer, you will deliver technical support for Teramind platform-related issues and address any challenges with the Teramind unified user analytics platform. They will look to you for answers to everything from basic technical questions to complex architectural scenarios spanning across the entire ecosystem.**Shift: 9:00 AM - 5 PM EST (USA)****Responsibilities**:- Deliver technical support and advanced-level troubleshooting to customers- Prioritize and handle intricate customer service issues received through multiple communication channels- Uphold high customer satisfaction while effectively managing operational expectations- Attain a thorough expertise in the product and maintain a profound understanding of its functionality- Assess and dissect issues and their consequences to either resolve or elevate tickets when necessary- Recognize patterns in support requests to contribute to the development of enduring solutions**Your day-to-day**- Develop an understanding of Teramind's product technology by troubleshooting, reproducing, determining the root cause for customer-reported challenges, and building tools for faster diagnosis to identify and resolve future challenges- Triage complex customer services issues received through various customer service channels- Maintain high customer satisfaction while managing operational expectations- Become a product expert and maintain a deep understanding of product functionality- Evaluate and analyze issues & their impact to resolve or escalate tickets as needed- Proactively engage and communicate with customers and Teramind internal teams regarding product feedback, roadmap requests, and the competitive landscape- Maintain accurate notes/feedback/updates in CRM regarding customer input, status updates, next steps, etc
