Support Engineer (Tier 1) (вакансія неактивна)

This position is for one of our partner companies.
Location: Kyiv
Work Model: Hybrid

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 recruits who love a fast-paced, rewarding challenges 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 new products 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 Tier 1 Support Engineer at IRONSCALES, you will join a team of professionals ensuring our customers receive premium world class technical support for their IRONSCALES investment. You will be connecting with our customers post sales, and drive rapid issue resolution and customer satisfaction.

Core Responsibilities include:

• Deliver outstanding customer service to IRONSCALES partners and customers
• Develop and maintain a strong technical understanding of the IRONSCALES market leading cloud email security platform
• Troubleshoot, track, and resolve customer issues
• Maintain high customer satisfaction levels through fast and efficient issue resolution, quick response times, regular and clear communications, and strong understanding of issues escalation
• Maintain accurate and up-to-date data in KBs, Zendesk, and JIRA

What We Need From You:

• Bsc in Software Engineering or equivalent experience
• Proficiency in written and spoken English is a MUST
• 2+ years of experience as a Support Engineer, Technical Support, IT administrator,
• Technical Account Manager or in other customer facing technical role
• Knowledge of networking (protocols, routing, gateways), Windows, Linux, SMTP and email protocols
• Experience with Outlook 365• Sense of urgency, passion for customer service and outstanding communication skills
• Ability to work on-call shifts on Saturdays
• Excellent problem-solving and troubleshooting skills

Nice to Have:

• Background in endpoint management, endpoint security, email architecture, or email security
• Knowledge of programming languages (e.g. Bash/Python/JavaScript/Java)
• Knowledge of other languages (e.g. Spanish/German/Portuguese)

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.