— 3+ 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.
— Competitive medical health benefits
— 3 weeks of paid vacation and 2 weeks of days off+sick leaves
— Hacker’s days
— Paid lunches
— Professional learning: conferences, trainings, and other events
— Sports activities compensation
— English Speaking Club
— VGS stock options
— Mental Health Support Program
— 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 the translation of requirements to code implementation;
— Reliably respond to on-call emergencies and participate in on-call support rotation as needed.
Very Good Security (“VGS”) was founded by highly successful repeat entrepreneurs and is backed by world-class investors like Goldman Sachs, Andreessen Horowitz, and Visa. Our company is building a modern approach to data security, compliance, and privacy. VGS completely de-scopes clients from needing to hold sensitive data themselves, while still allowing them to get the full benefit of using & operating on any kind of sensitive data (payments, PII, access credentials, etc.). A major benefit to using our platform is that companies are able to offload liability while fast-tracking compliance certifications, including PCI, SOC2, and more.
Your impact and why VGS needs you:
We are looking for a strong technical support engineer who has good networking skills and practical coding experience and is ready to help our customers solve technical issues and integration. You’ll work in the Customer Success department, cooperate closely with the engineering and integration teams: help customers to configure our system, do the code changes, research, and help to develop the solution for challenging new or unknown issues.