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Technical Support Engineer - APAC

Silverfort

Silverfort

IT, Customer Service
Melbourne VIC, Australia
Posted on Monday, April 8, 2024

Technical Support Engineer - APAC

  • Customer Success & Support
  • Melbourne, Australia
  • Full-time

Description

Silverfort is a cyber security startup that develops a revolutionary identity protection platform. Our mission is to provide industry leading unified identity protection solutions for hybrid and multi cloud environments. Using patented technology, Silverfort's platform enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers.

Silverfort has been widely recognized as an industry innovator, being named “Best of MFA award” from Expert Insights, Microsoft Security 20/20 partner award, Homeland Security Awast for Best Identity Access Management platform for its agentless secure authentication and zero trust platform by Astors.

In this role, you will work with our customers to resolve technical issues and help them successfully use the product. You should have passion and experience for working as an individual contributor, but also be able to work well with other teams such as sales and development to improve our product and technical processes.

Responsibilities

  • Be first in line to analyze and troubleshoot incoming technical issues from our customers via email and Zoom sessions
  • Provide technical know-how and best practices to ensure proper implementation of Silverfort product, you will own and monitor issues from the start to resolution
  • Work closely with the R&D, Field & Sales Engineers, Customer Success, and other teams to ensure smooth onboarding, deployment, and on-going relationship with customers all around the world
  • Provide timely information to customer-facing teams to improve overall customer satisfaction
  • Create and improve internal knowledge base articles
  • Work directly with management to create and improve current support procedures
  • Part of the position will be to take part in an On-Call rotation.

Requirements

  • 3+ years of experience in global B2B technical support
  • Excellent knowledge of networking - a must
  • Cyber Security or Identity/Authentication background - a big advantage
  • Ability to understand and solve technical issues with little guidance
  • Proven knowledge of working with Linux and Windows environments
  • Experience working with Active Directory
  • Experience working with ticketing and support systems
  • Excellent communication and problem-solving skills
  • Excellent English – both written and spoken - is a must
  • Ability to work in a fast-paced and changing environment alongside taking initiative and adapt
  • Creative thinker and an amazing team player
  • Ability to work under pressure in a positive culture.
  • Able to work flexible hours and days as needed.