— 4+ years of experience as a Technical Support Engineer;
— Good knowledge of Git, SQL and Linux;
— Experience supporting SaaS products;
— Deep understanding of OSI model, HTTP protocol and a solid software troubleshooting skills and the ability to understand our platform end to end;
— Experience with Docker and AWS would be a huge plus;
— Proven ability to project management work;
— Strong communication, collaboration, interpersonal, and negotiation skills;
— English — Upper-intermediate or higher.
— Silicon Valley Experience;
— 3 weeks of paid vacation and 2 weeks of days off+sick leaves;
— Corporate retreats;
— Paid lunches and parking;
— Covering professional learning: conferences, trainings, and other events;
— Sports activities compensation;
— English Speaking Club with native speakers;
— Medical insurance;
— VGS stock options.
— Taking ownership of customer issues reported and seeing problems through to resolution;
— Create or update documentation based on findings from request investigations;
— Prepare and provide customer training, including developing training material if it does not already exist;
— Submit and comment on bug reports and feature requests based on customer interactions;
— Engage with the development team to create new feature requests, escalate bugs, solve problems, or obtain missing information;
— Meet or exceed SLA times consistently;
— Create technical content (sample code, demos, etc.) to show customers how to implement specific use cases or best practices;
— Interface with our customer technical teams, serving as their primary technical point of contact during onboarding;
— Partner with the Account Management team to understand customer requirements and communicate how VGS can address the requirements;
— Help VGS customers to integrate with our platform and drive translation of requirements to code implementation;
— Reliably respond to on-call emergencies and participate in on-call support rotation as needed.
At Very Good Security (“VGS”) we are on a mission to protect the world’s sensitive data- and we’d love to have you along for this journey. VGS was founded by highly successful repeat entrepreneurs and is backed by world-class investors like Goldman Sachs, Andreessen Horowitz, and Visa. We are building an amazing global team spread across four cities. As a young and growing company, we are laser-focused on delighting our customers and hiring talented and entrepreneurial-minded individuals.
We are looking for a strong Technical Support Engineer, who has an experience of coding and ready to help our customers in resolving technical issues and integration. You’ll work in the Customer Success department, cooperate closely with the engineering and integration teams: do the code changes, research, and help to develop the solution for challenging new or unknown issues.