Technical Support Engineer

hace 4 semanas

Buenos Aires, Argentina Hoxhunt A tiempo completo


About Us

Hoxhunt is a rapidly growing company dedicated to providing top-notch cybersecurity solutions. Our support approach prioritizes quality over efficiency, ensuring that every customer receives unparalleled support and guidance. As a member of our support team, you'll play a crucial role in safeguarding our customers' digital assets and enhancing their overall experience.


Role Overview

We are looking for a full-time Technical Support Engineer to join our headquarters in Helsinki, Finland. This position offers an exciting opportunity to engage in meaningful, impactful work while advancing your career in the dynamic field of cybersecurity.


Responsibilities

Provide Exceptional Email Support: Delight our customers with timely and expert assistance via email, addressing their technical inquiries and troubleshooting issues with precision and care.
Example: Resolve technical issues related to our platform, guiding customers through detailed troubleshooting steps to achieve resolution efficiently.

Collaborate Cross-functionally: Work closely with our development and product teams to escalate and resolve customer-reported issues, contributing valuable insights to improve product functionality and usability.
Example: Partner with our engineering team to identify and address recurring issues, ensuring a seamless customer experience.

Master Third-Party Integrations: Become an expert in the integration of our platform with third-party services, providing comprehensive support and guidance to customers navigating these integrations.
Example: Assist customers in configuring and troubleshooting integrations with popular email providers, such as Microsoft Outlook and Google Workspace.


Requirements

Experience in Support: Prior experience in a technical support role, preferably in a SaaS or technology-related industry, demonstrating a strong understanding of customer service principles and practices.

Excellent Written English: Exceptional written communication skills in English, with the ability to convey complex technical concepts clearly and effectively through email correspondence.


Nice to Have

Experience with Email Technologies: Knowledge of email technologies such as M365 and Google Workspace.

Familiarity with Identity Providers: Experience with identity providers like Microsoft Entra or Okta.

Language Skills: Proficiency in German and/or French is a plus.


Additional Information
  • Position Type: Full-time, based at Hoxhunt HQ in Helsinki, Finland.
  • Salary Range: 3800-4200 €/month.


Expectations for the First 30 Days
  • Familiarize Yourself: Gain a solid understanding of our product and services, including key features, functionalities, and common use cases.
    Objective: You can comfortably give a 10-minute sales pitch to your tech-savvy relative about Hoxhunt.
  • Shadow Senior Team Members: Observe and learn from experienced team members, shadowing support interactions and absorbing best practices.
    Objective: Complete shadowing sessions with all six senior team members.
  • Begin Handling Basic Support Requests Independently: Take ownership of simpler support tickets, demonstrating your ability to apply foundational knowledge to assist customers effectively.
    Objective: Successfully resolve a minimum of 20 support tickets under minimal supervision.

Expectations for the First 60 Days
  • Deepen Technical Expertise: Dive deeper into our product's technical intricacies, expanding your knowledge base and troubleshooting capabilities.
    Objective: You’re able to comfortably suggest more complex troubleshooting steps for customers (e.g., Hoxhunt emails are not arriving correctly).
  • Lead Knowledge Sharing Sessions: Share insights and learnings with the team through knowledge sharing sessions or documentation contributions.
    Objective: Contribute with edits to existing or completely new Knowledge Base articles.
  • Begin Handling Complex Support Requests: Take on more challenging support tickets independently, showcasing your ability to tackle complex technical issues.
    Objective: Successfully resolve a minimum of 15 complex support tickets with positive customer feedback.

Expectations for the First 90 Days
  • Become a Subject Matter Expert: Establish yourself as a go-to resource for both customers and internal teams, leveraging your expertise to drive meaningful impact.
    Objective: Earn recognition from peers and leadership as a subject matter expert, receiving positive feedback from at least three team members.
  • Contribute to Process Improvement: Identify opportunities for process optimization and efficiency gains within the support team, actively participating in discussions and initiatives.
    Objective: Implement at least one process improvement initiative resulting in measurable efficiency gains.
  • Exceed Customer Expectations: Consistently deliver exceptional support experiences, going above and beyond to exceed customer expectations and foster long-term satisfaction and loyalty.
    Objective: Maintain a customer satisfaction (CSAT) score of 95% or higher for resolved support tickets.


Why Join Us?
  • Impactful Work: Play a pivotal role in defending individuals and organizations against cyber threats, making a tangible difference in the fight against cybercrime.
  • Continuous Growth: Access ongoing opportunities for learning and professional development, with ample room for growth and advancement within our dynamic organization.
  • Collaborative Culture: Join a supportive and collaborative team environment where your contributions are valued, and your ideas are encouraged.


If you're ready to take on the challenge of building the best support team in the industry and making a meaningful impact in cybersecurity, we want to hear from you. Apply now and join us on our mission to secure the digital world, one customer at a time

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