Virtru

Customer Support Engineer

Washington, District of Columbia, United States

$75,000 – $85,000Compensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Data Protection, Cybersecurity, SoftwareIndustries

Requirements

Candidates must have at least 3 years of technical support experience, preferably in the SaaS sector, with a proven track record of resolving tickets in a fast-paced environment while maintaining high CSAT scores. Excellent interpersonal and communication skills, strong technical aptitude, analytical and troubleshooting skills are essential. Experience with creating support documentation and familiarity with Gmail, Chrome extensions, Outlook, web-based apps, Android/iOS apps, Google Workspace administration, and Microsoft Office 365 administration are highly desirable.

Responsibilities

The Customer Support Engineer will provide high-quality technical and non-technical support to Virtru customers, particularly large enterprise clients, via phone and email. Responsibilities include resolving complex issues, identifying root causes using developer tools, documenting and escalating bugs to engineering, and enhancing support resources like FAQs and documentation. The role also involves flagging trends and improvement areas to leadership, serving as an overflow resource for Tier I support, acting as the first point of contact for escalations, and participating in an on-call rotation.

Skills

Customer Support
Data Protection
Encryption
Google Workspace
Microsoft 365
Technical Support
Problem-Solving
Customer Service
Enterprise Support

Virtru

Cybersecurity solutions for data protection and privacy

About Virtru

Virtru provides data protection and privacy solutions that ensure secure sharing, storage, and analysis of data throughout its lifecycle. The core of Virtru's offering is the Trusted Data Format (TDF), which allows users to maintain control over their data, ensuring it remains protected and accessible only to authorized individuals, regardless of where it is stored or shared. This platform is utilized by over 20,000 organizations across various sectors, including healthcare, finance, government, and education, to safeguard sensitive information and comply with regulatory requirements. Unlike many competitors, Virtru offers a suite of developer tools that can be integrated into existing applications and systems, allowing organizations to embed data protection seamlessly. The company's goal is to empower organizations to maintain control over their data while preventing breaches and ensuring compliance through subscription-based services and licensing agreements.

Washington, District of ColumbiaHeadquarters
2012Year Founded
$131.8MTotal Funding
SERIES_CCompany Stage
CybersecurityIndustries
51-200Employees

Benefits

Hybrid Work Options
Unlimited Paid Time Off
Home Office Stipend
Professional Development Budget
Company Social Events
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
401(k) Company Match
Stock Options

Risks

Potential over-reliance on Google Cloud could pose risks if partnership dynamics change.
Departure of key figure Rob McDonald might impact product development momentum.
Rapid public sector expansion increases exposure to regulatory scrutiny and compliance challenges.

Differentiation

Virtru's Trusted Data Format offers persistent data protection across all storage and sharing platforms.
The company provides seamless integration with Google Workspace, enhancing data security for users.
Virtru's solutions are trusted by over 20,000 organizations across various industries.

Upsides

Increased demand for zero-trust security solutions boosts Virtru's market potential.
Recognition through multiple awards enhances Virtru's credibility and client attraction.
Expansion in the public sector indicates strategic growth and new opportunities.

Land your dream remote job 3x faster with AI