PlainID Hiring for Customer Support Engineer at United States Full Time

About The Position

We’re looking for an enthusiastic and highly motivated Customer Support Engineer to identify, diagnose and resolve customers’ issues. The Customer Support Engineer will be a part of PlainID’s Global Support Team.

This is an exciting opportunity to work in a challenging, fast-paced environment as part of a high-performance team. Here at PlainID, we strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential.

As a Technical Support Engineer (Tier 1-2), you will be:
Taking ownership of support tickets of various products (both on-premises and Cloud solutions) reported by customers or internal stakeholders.

Researching, diagnosing, troubleshooting system issues, and identifying solutions to resolve system issues.

Coordinating support case resolution with the appropriate internal teams: R&D, Professional Services, Project Managers, and Product.

Following standard procedures for proper escalation of critical or unresolved issues.

Develop expertise in all PlainID products and stay up to date on new features and improvements.

Documenting best practices, procedures and creating both internal and customer-facing Knowledge Base articles.

Automating support processes and test scenarios to accelerate troubleshooting processes.

Requirements

Min 3 years of technical customer support experience in a software company

Min 2 years experience with REST API testing – using Postman or equivalent tool

Min 1 year experience with SQL, Linux, and Bash scripting, log file analysis

Can-do approach and willingness to learn new technologies

Great interpersonal skills and team player

Good problem-solving and analytical skills, attention to details

Great written and oral communication skills

Ability to work in a challenging and fast-paced environment

Willingness to work between 10am-7pm CST and be on-call on weekends/ holidays if needed

Willingness to work remotely from a home office

Experience with Python, Jira, Kibana – an advantage

Familiarity with identity and access management – an advantage

Experience in the Information Security field – an advantage