Support Engineer

Teramind is a global leader in Insider Risk Management and User Behavior Analytics, providing robust security solutions to over 10,000 organizations worldwide. We are looking for a dedicated Support Engineer to join our team and ensure our customers receive top-tier technical assistance while maintaining our high standards for product experience.

Key responsibilities

• Provide technical support and advanced-level troubleshooting to customers via chat and email.
• Triage complex customer service issues and evaluate their impact to resolve or escalate tickets effectively.
• Maintain high customer satisfaction while managing operational expectations.
• Become a product expert with a deep understanding of all platform functionality.
• Identify trends in support requests to contribute to long-term product improvements.

Requirements

• Minimum of 5 years of relevant experience in a technical support or engineering role.
• Strong proficiency in navigating Linux and Windows shells.
• Extensive knowledge of PostgreSQL and experience with cloud computing platforms like AWS or Azure.
• Familiarity with ticketing systems such as Intercom and a solid understanding of B2B SaaS products.
• Excellent interpersonal skills with the ability to explain complex technical details in simple terms.

What we offer

• The opportunity to work in a fully remote, inclusive, and flexible global environment.
• A chance to contribute to cutting-edge security technology used by enterprise-grade organizations.
• Collaboration with a team of innovators dedicated to professional growth and mutual respect.