SecurityScorecard

Egypt

Posted on: 18 August 2024

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Technical Support Engineer

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the World’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.” SecurityScorecard is proud to be funded by world-class investors including Evolution Equity Partners, Sequoia Capital, GV and Riverwood Capital.

About the Role

A Support Engineer acts as the voice of the custom to ensure technical support and best practice guidance are provided within published SLAs and to the highest satisfaction levels.

Key Responsibilities

Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution
Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy the product
Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible
Collect information and document bugs with Engineering for product issues that are impacting customers
Contribute to and maintain repository of product area specific knowledge within support and promote a culture of team knowledge share and collaboration within the support organization
Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers
Be a customer advocate for timely resolution of the problems reported, understand the environment / network and impact on business

Please note that you may be required to perform additional job responsibilities as assigned.

Qualifications:

Minimum 3+ years of customer support, technical support, system administration, or related customer-facing role
BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience
An equivalent combination of education and experience will be accepted
Prior experience providing support to large enterprise customers with the ability to communicate effectively with senior leadership
Experience working with Salesforce, Zendesk, Jira or similar.

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies.