Tier II Technical Support Engineer

📋 Description

• Provide exceptional support to our growing customer base via chat, email, and phone.
• Respond to support tickets and educate customers to effectively resolve their issues.
• Become an expert with the DNSFilter product and its functionalities.
• Liaise with customers and our dev/product teams; track and report feature requests and bugs.
• Proactively identify ways to improve the customer experience.
• Escalate tickets to the Technical Team Lead or Development as needed.

🎯 Requirements

• 2+ years of experience in a SaaS organization as a Technical Support Engineer for Customers
• 2+ years of experience supporting MSP customers
• Must work in the Tampa, FL office Mon-Fri 8:00 am - 5:00 pm EST; flexible hours at peak.
• Technical competence in networking, routing, DNS, and TCP/IP protocols.
• Proven experience in a technical support role, focusing on DNS filtering or network security products.
• Excellent customer service skills with the ability to communicate complex technical concepts to non-technical users.

🎁 Benefits

• Pathway to promotion based on results and performance.
• Collaborative, hardworking colleagues.
• Paid company-wide week off at the end of each year.
• Flexible Vacation Policy.
• Awesome company swag.
• US/UK/Canada medical, dental, and vision benefits.