Principal Technical Support Engineer - Boston

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As a Principal Technical Support Engineer, you will be responsible for providing quality and efficient customer service to internal and external customers as well as interacting with internal teams and advocating for customers.

 

Requirements:

  • High level of initiative, ability, and experience managing and resolving the most technical and/or politically challenging issues and escalations
  • Works independently with little supervision
  • Desire and motivation to learn new technologies
  • Exceptional customer service and communication skills
  • Long record of expert level logical troubleshooting and analytical skills
  • Must be able to work a flexible schedule supporting our worldwide customer and employee base
  • 10+ years of experience within a global Technical Support environment

 

Responsibilities:

  • Level 3 tech support providing on demand expertise and guidance to Level 1 & 2 Technical Support Engineers (TSE) on a daily basis
  • Provide technical leadership and mentoring to TSE’s; set strong example
  • Own escalated technical and political issues; drive issue to resolution, provide root cause analysis data, and own support’s action plan items
  • As needed provide direct support to customers following proper escalation protocols
  • Main technical escalation point for TSE’s and liaise with Data Operations, Product Management, and Engineering
  • Communicate and collaborate with Management, Sales, Customer Success, and Product Marketing during major escalations
  • Work cross-functionally with Product Marketing and Engineering to improve the BitSight platform, services, and related training content
  • When needed respond to customer inquiries, triage issues, identify scope and gather information to ensure cases are properly documented in our ticket management system
  • Customer focused - meet customer expectations and beat SLAs

 

Desired Qualifications:

  • Expert troubleshooting via UNIX/Shell console
  • Expertise with TCP/IP networking, DNS, Web Servers, SSL/TLS, Public Key Infrastructure (PKI), X.509 certificates, Email Security and Communication Protocols, malware, and web browsers, such as MS Internet Explorer, Chrome, Firefox and Safari
  • Familiarity with relational databases such as MySQL, Oracle or MS SQL Server
  • Experience supporting SaaS platforms
  • Experience installing/configuring and supporting web and application servers
  • Exposure to Application Security and OWASP Methodology a plus
  • Knowledge of Zendesk/JIRA
  • Education: B.S. in a technical field

 

About US

Are you passionate about helping customers? Do you enjoy digging into issues and explaining your findings? If so, you’ll fit right in at BitSight Customer Support.

BitSight is a fast growing SaaS startup that has already established itself as the standard in the nascent security ratings market. BitSight Security Ratings help companies manage the information security risk associated with their vendors and insurers understand the full extent of the risk they are assuming when underwriting cyber insurance policies. Our easy to understand ratings are integrated into processes at organizations ranging from the Fortune 100 to state universities.

Apply Below!