Technical Support Engineer - T1
Fully Remote San Jose/San Francisco, CA
Job Type
Full-time
Description

 

Job Title: Technical Support Engineer – T1


Location: Remote - Must support Pacific Time Zone (PT)


Reports to: Technical Support Manager


As a market leader in Mobile Application Security Testing (MAST), Kryptowire’s proactive mobile security solutions ensure a higher level of security and privacy for mobile apps and mobile devices. Kryptowire’s platform provides automated vulnerability and compliance testing (OWASP, GDPR, and NIAP) for individuals, enterprises, and nations to ensure security, privacy, and compliance across life stages and end-user networks. We are currently embarking on a new offering that will disrupt the market and allow both consumers and enterprises to monitor and manage their security and risk profiles at the device level. 

We are looking for an entry-level Technical Support Engineer -T1 who can assist clients with trouble shooting and diagnose system product issues. Technical Support is the bedrock of a good Customer Success organization and supporting application security testing is especially challenging. This individual must be curious and willing to troubleshoot any technical problems reported. This includes information gathering as well as documentation of replication steps prior to escalation. Additionally, this role will also be responsible for contributing to the existing knowledge base by ensuring that support documentation is created and updated.

We are looking for someone who can support the Pacific Time Zone (PT). Kryptowire is a company with employees spread all over the world and fully supports remote work.

We are a small and scrappy company with a rare combination of an experienced executive team, a solid revenue stream based on our current products, and investment by some of Silicon Valley’s leading VC firms. Our plan is to grow our special company, with a proven technology core and product offering, into a global powerhouse. Join us if you are excited about making an impact in a high-growth space!


What you will do in this role:

  • Work as the first point of contact for our customers to solve customer issues
  • Communicate with both technical and non-technical stakeholders in a clear and concise manner
  • Craft well-written and meaningful explanations 
  • Create and update support documentation
  • Write technical summaries to recreate customer issues
  • Manage and properly prioritize support tickets in Zendesk
  • Work with engineering to resolve blocking issues
  • Precisely measure all activities to facilitate scaling in a fast-growing organization 
Requirements

 

To be successful, we need someone in this role who has: 

  • Programming experience, preferably with Python and Shell Scripting
  • Experience navigating a Terminal environment to find and edit files
  • Database experience, particularly in database navigation as well as in creating SQL queries
  • Technical experience working with mobile applications
  • Experience using tools such as Salesforce and Zendesk is a plus
  • Ability to write clear and concise technical explanations
  • Outstanding communication (written and verbal) and interpersonal abilities
  • Technical degree preferably a BSc/BA in IT, computer science or engineering
  • Previous experience working directly in the application security space is preferred
  • In-depth understanding of technical and user experience issues typically encountered in web-based product development