Technical Support Specialist
SkioFull Time
Junior (1 to 2 years)
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.
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.
Cybersecurity solutions for data protection and privacy
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.