Email Security Support Engineer

Why Join Us?

Please note that we are open to 100% remote.

We are looking for a Technical Support Engineer to join our Email Security Team - Avanan.

Do you have a passion for customer service and solving complex technological challenges with a proactive approach to a constant improvement? Then our join our growing Engineering Support team to enable us to continue delivering our excellent Customer Experience.

Key Responsibilities

As an Email Security Support Engineer, you will be a core team-member responsible for:

• Track and triage customer support tickets
• Interact with customers for analysis and resolution (via remote video conference sessions or phone call.)
• Troubleshoot problems and identify solutions
• Collaborate with our Software Engineers & Tech Leads to help resolve problems
• Maintain customer satisfaction while advocating quality in every aspect
• Help drive the future of the product by collaborating with our engineering and product teams
• Play a crucial role in incident management response

Qualifications

• Experience in Python, Bash. Powershell
• Experience with querying using SQL
• Experience working with one of the following solutions: Gmail Suite, Microsoft Exchange, Active Directory, ADFS or Office365
• Experience in supporting SaaS-based products
• Experience in working with a ticket/case management system (eg: Jira, Zendesk)
• Strong technical problem solving and analytical skills with the willingness to own the investigation through to the end
• Proficient at managing your own time and priorities and has a “let’s get it done” attitude
• Passionate about technology and IT security with a strong desire to work in a dynamic, ever-evolving, fast paced technical environment
• Adept at working remotely & open to working U.S.A business hours
• Must speak fluent English

It would be great if you also have:

• Knowledge of HTTP/S. SMTP, DNS, LDAP or similar protocols
• Bachelor’s Degree in Computer Science or a related field a plus
• Team player spirit!
• Believe in learning new things every day.