Technical Support Engineer

Company Description

Cerby is revolutionizing the way organizations secure and manage nonstandard applications that fall outside traditional IT oversight. Our platform uniquely automates security processes for disconnected and hard-to-manage applications, enabling teams across the enterprise to strengthen their cybersecurity posture without compromising on efficiency or user experience. Trusted by leading global brands, Cerby seamlessly integrates with your existing systems, ensuring comprehensive control and visibility across all applications. Join us in our mission to close the security gaps left by unmanageable apps and to safeguard your business in an increasingly complex technological landscape.

Our founding team is composed of proven operators that have achieved more than $1B in exits for multiple start-ups. Cerby raised $17M in a Series A funding round in 2023 led by Two Sigma Ventures and Outpost Ventures, increasing their total funding to $32.5M. The investment underscores Cerby's momentum in the financial services sector, which often lacks modern identity protocol support. Existing seed investors, including Ridge Ventures, Founders Fund, and others, also joined this round, along with Ben Johnson, co-founder of Obsidian Security and Carbon Black.

At Cerby, we believe there is a better way for enterprises and consumers alike to use cloud applications and to share access with others securely. Our approach to achieving this goal is automating tasks to remove the need for users to manage passwords or handle forms of MFA.

Job Description

As a Technical Support Engineer, you'll be an essential part of our Customer Success organization, providing exemplary technical support and maintaining high customer satisfaction. You'll be the first point of contact for customers, addressing their technical issues and ensuring our services run seamlessly. Your role will involve monitoring customer tickets, troubleshooting problems, monitoring alerts for system failures, and executing maintenance tasks to enhance operational efficiency.

What you will do:

• Monitor and respond to customer support tickets within agreed Service-Level Agreements (SLA).
• Participate in customer calls to understand their issues better and provide solutions.
• Proactively communicate with customers to avoid downtime or delays in securely accessing their accounts.
• Escalate bugs & complex issues to the appropriate internal teams, ensuring thorough follow-up and resolution.
• Keep a vigilant eye on system alerts indicating failures or critical issues related to automation workflows.
• Collaborate with Cerby’s engineering team to prioritize improvements to the automation system.
• Analyze user activity and feedback to guide the implementation of new automation.
• Perform routine tasks to support customer needs and operational efficiency.
• Write, improve & maintain knowledge base articles for internal and public documentation.

Qualifications

• Prior experience working on customer service or similar customer-facing teams.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills in English and Spanish.
• Experience with web technologies (HTML/CSS/JS).
• Proven ability to debug scripts and elements using the browser’s developer tools
• Ability to translate complex processes into simple instructions for non-technical users.
• Ability to collaborate with a distributed team across time zones.
• Schedule flexibility to work outside of business hours if required. 

Additional Information

Nice to have:

• Experience with SQL queries.
• Experience using Rest APIs (Postman/cURL).
• Knowledge of version control systems with branching and merging (GitHub).