Technical Support Engineer

Department   Customer Success
Country Israel

Technical Support Engineer

IRONSCALES Fights Phishing. IRONSCALES is a self-learning, AI-driven email security solution that continuously detects and remediates advanced threats for global organizations of any size. Our solution is fast to deploy, easy to operate, and provides unparalleled protection against email threats.

Who We Are: We are IRONSCALES. We care about people. We care about cybersecurity. We care about our customers and partners. Our team acts with intentionality and our actions are always in the best interest of our teams, our customers, and our company. Our culture is focused on innovation, continuous improvement, and the drive to push boundaries and take everything to the next level. We are a rapidly growing team and welcome all Recruiters who love a fast-paced, rewarding challenge to join our team today!

Who You Are: You are driven, self-motivated, and have a strong desire to achieve the company’s growth goals. You love learning the IRONSCALES product and helping others use it properly. You are resourceful and accountable, hungry to chase down answers and solve challenges. You are respectful and a good communicator. You are detail oriented and thrive in a fast-paced environment.

What You Will Do: As a Technical Support Engineer (TSE) at IRONSCALES, you will ensure our customers receive premium technical support for their IRONSCALES investment. You will be responsible for the customer support experience post sales, resulting in rapid issue resolution and customer satisfaction. You will work closely with our development, product management, and CSM teams to ensure that IRONSCALES is delivering overall superior service and value to our customers.

 

Core Responsibilities Include:

  • Troubleshoot, track, and resolve customer issues (if relevant, by working with the product manager or R&D team) .
  • Strong and consistent commitment to customer satisfaction through troubleshooting and issue resolution, including quick response times, regular and clear communications, and strong understanding of the issue and how to progress the troubleshooting.
  • Develop and maintain a strong technical understanding of the IRONSCALES market leading cloud email security platform.
  • Develop and maintain a strong technical understanding of the IRONSCALES market leading cloud email security platform.
  • Ensure core IRONSCALES security products are effectively adopted and delivering business value.
  • Create and provide web-based sessions to educate customers on best practices, new features, etc.
  • Understand customers’ use cases and serve as their champion for Core Security.
  • Understand customer use cases and requirements to provide constant internal feedback.
  • Demonstrate a thorough understanding of customers’ business and appropriately position our value.
  • Develop and maintain relationships with customer technical users.

 

What We Need from You:

  • B.S., B.A. engineering or CS/MIS degree preferred, or equivalent experience
  • 2+ years of Technology, Software industry experience – advantage.
  • 1+ years of customer facing support experience – advantage.
  • Strong organizational, problem solving, time management, and verbal and written communication skills.
  • Strong organizational, problem solving, time management, and verbal and written communication skills.
  • Experience with Microsoft Office and Salesforce.
  • Experience with JIRA and Zendesk – advantage.
  • Basic Linux knowledge – advantage.
  • Must be agile and able to adjust quickly to many different situations and challenges.
  • Excellent communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from administrators to C-level executives.
  • Strong analytical skills regarding technical and project management issues.
  • Strong understanding of strategic sales process.
  • Background in endpoint management, endpoint security, email architecture, or email security a plus.

 

Our people, programs, and organization share our 'SAFER' core values:
Supportive. Our team members are our toughest critics and loudest supporters. We respect and rely on one another to find solutions. We welcome hard conversations and challenge one another to push for the best possible outcomes. We win or lose together.
Ambitious. We take pride in our work and never settle for anything but the best. We work hard and celebrate our successes as a team.
Focused. We ensure that each of our actions is in the best interest of our people, our customers, and our company.
Excellent. We set a high personal bar, believe nothing is impossible, and commit ourselves fully to the goal. Our curiosity and learning never stop.
Resourceful. We work with a sense of urgency. If we see a gap, we take ownership, jump in and celebrate our collective results together. We deliver our best work on time, every time.

 

IRONSCALES is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.