Support Engineer - EMEA

Description

Cycode is seeking an experienced and highly motivated Support Engineer to join our dynamic Support team. As a Support Engineer, you will play a critical role in ensuring the success of our customers by providing technical support and delivering solutions to issues. You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience. This job will require working Monday through Friday.

You will be part of:

Customer Support:

• Provide high-quality technical support to customers via various channels (email, chat, phone).
• Troubleshoot and resolve issues promptly and effectively.
• Collaborate with customers to understand their needs and provide tailored solutions.

Technical Expertise:

• Develop and maintain in-depth knowledge of Cycode to effectively troubleshoot and resolve customer issues.
• Stay updated on product enhancements, new features, and industry best practices.

Problem Resolution:

• Analyze and diagnose technical issues reported by customers and provide timely resolutions.
• Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
• Document troubleshooting steps and solutions for internal and external knowledge bases.

Customer Advocacy:

• Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.

Continuous Improvement:

• Contribute to the development of documentation to streamline support processes.

This position is located in TLV, and will support our EMEA customers.

Working days Monday-Friday (regular European hours)

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3-5 years of experience in a technical support role for SaaS software.
• Knowledge of cyber security software (i.e. Secrets, SCA, SAST, etc.) and related technologies.
• Knowledge of Git and its processes
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced environment and handle multiple priorities.
• Proven track record of delivering exceptional customer support.
• Experience working with APIs
• Knowledge of monitoring tools (e.g. New Relic) and logging solutions (e.g Grafana) for identifying and resolving issues.
• Experience using a support ticketing tool (i.e. Zendesk)