Technical Support Engineer

About IONIX

IONIX External Exposure Management protects enterprises’ external attack surface from cyber risks and increases security team efficiency by providing tools that shorten the time to discover and prioritize exposures. IONIX reduces the exploitable attack surface by discovering every internet-facing asset, assessing dependencies and connections, and validating exploitable risks to prioritize remediation of critical, impactful exposures. IONIX reduces alert fatigue, streamlines the process for resolving alerts and ensures that they reach the right team. Global leaders including BlackRock, Infosys, Sompo, The Telegraph and E.ON depend on IONIX for proactive management of their complex and dynamic attack surface

About the Role

As a Technical Support Engineer, you’ll be the one making sure that all existing customers’ issues are properly and thoroughly handled by the various relevant stakeholders.  You will be working at a fast-paced startup, servicing global enterprise clients worldwide and enjoying a diverse, dynamic culture, building next generation cyber security technology. 

Roles & Responsibilities 

• Provide first-line technical support to clients. 
• Work closely with R&D and Product teams to resolve complex technical issues, document product defects and feature requests, and influence the product roadmap by identifying patterns based on data-driven analysis of support tickets and customer feedback. 
• Collaborate with Customer Success and Sales teams on product issues impacting customers in compliance with SLA requirements, drive key escalations internally, and join escalation calls with customers as needed. 
• Conduct training sessions and webinars for clients to enhance their understanding and use of our products. 

What You Need 

• Prior technical experience around Cyber security subject matters (web / network security). 
• 2+ years of experience providing world-class customer support as a support at enterprise organizations for Security and SaaS platforms, with a proven ability to effectively prioritize and escalate customer issues, take full ownership and drive rapid resolution, focus on customer experience, and minimize customer impact. 
• Previous startup experience is a must.
• Excellent technical skills: Log Analysis, Troubleshooting of Bug Reports. 
• Excellent written and verbal communication skills, including communicating technical concepts clearly and effectively. 
• Fluency in English; fluency in Spanish is highly desirable.