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Tier II Technical Support Engineer (East Coast)

COMPANY OVERVIEW

Thycotic is a global leader in IT security, is the fastest growing provider of Privilege Management solutions that protect an organization’s most valuable assets from cyber-attacks and insider threats. Thycotic’s award winning Privilege Management Security solutions minimize privileged credential risk, limit user privileges, and control applications on endpoints and servers.  

  • We have over 3,500 customers worldwide ranging from small IT shops to Fortune 5 companies.
  • Rated #1 in customer satisfaction, achieving a 99% customer satisfaction rating year-over-year
  • Among Inc. 5000 Fastest Growing Companies with 247% annual growth over the past 3 years

POSITION SUMMARY

At Thycotic, we’re innovating IT security by creating awesome software and our Technical Support Engineers are an integral part of the team! 

Our support engineers are taking customer service to the next level with their expertise and customer service skills. If you love finding solutions to elaborate technical problems, then we want to talk to you!

This is a remote/telecommute position based out of a home office in EST. Reports to the Technical Support Manager. 

KEY RESPONSIBILITIES

  • Respond and provide technical resolutions to round robin support cases in a timely manner through salesforce
  • Answering incoming support calls and documenting the details in salesforce
  • Support Thycotic channel partners and/or distributors with both their escalated pre and post sales inquires
  • Give product demonstrations to prospective customers
  • Ability to provide 24x7 on-call support for urgent and complex customer inquiries
  • Support the Sales Engineering team to resolve complex technical issues during product deployment or by providing both remote and on-site professional services
  • Write, interpret and execute some SQL queries to generate custom reports
  • Ability to write and interpret basic PowerShell scripts
  • Generate KB articles for support portal
  • Provide technical and high level best practices consultation services for current and prospective customers
  • Represent Thycotic at tradeshows and other industry events
  • Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Tier III
  • Identify and communicate upsell opportunities to Client Services
  • Assist with training and coaching of Tier I Engineers
  • Capture and relay new functionality requests to the Product Manager
  • Work on projects and special initiatives as approved by manager

ABOUT YOU

  • You have 2-8 years of experience providing top-notch technical customer support. You are dedicated to excellent customer service – the kind that customers rave about.
  • You have a strong understanding of computer and network infrastructure. Any experience with SQL, PowerShell, bash, and Unix terminals is a major plus.
  • You love researching and diagnosing complex issues and can communicate with a wide range of people regarding intricate technical problems.
  • You have a combination of stellar interpersonal and highly technical skills.
  • You thrive in a team- oriented environment. You seek help when needed and lend a hand when needed.
  • You are resourceful. We are looking for that “I may not know, but I can consult my resources and learn” kind of mentality.
  • You have the permanent legal right to work in the United States.

 

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