Senior Customer Support Engineer

Senior Customer Support Engineer

Location: Turkiye (Remote)

Are you ready to be part of something groundbreaking? Our cutting-edge technology empowers enterprises and MSSPS worldwide to uncover, investigate, and respond to cyber threats with unparalleled precision and speed. As we embark on our journey to redefine the future of DFIR, we're seeking an exceptional Customer Support Engineer to join our remote team. We're a remote first company so you can join our existing Support Team, which provides 24/7 global coverage while living anywhere in Türkiye. 

Your Key Contributions

As a key player in our customer support team, you'll be responsible for providing advanced troubleshooting and resolution of complex technical issues for our enterprise and MSSP customers. This role is essential for maintaining the high standards of our DFIR solutions, achieving all customer and internal SLAs, and you will proactively identify enhancements and communicate vital issues, ensuring that customer needs are met and product improvements are continuously made.

What You'll Do

Technical Support 

• Provide expert-level technical support to customers, addressing complex issues and inquiries related to products or services through various channels such as email, phone, chat, or remote sessions.

• Utilize remote access tools, diagnostic utilities, and other resources to identify and troubleshoot technical issues reported by customers related to our products and systems they are running on.

• Guide customers through step-by-step solutions, including configuration, installation, and usage of products.

• Collaborate with cross-functional teams, such as development, quality assurance, and product management, to resolve complex issues effectively.

• Develop and maintain a comprehensive understanding of Binalyze’s products to address customer inquiries accurately, tracking and testing product updates from a technical support perspective.

• Apply critical thinking and problem-solving skills to assess complex technical situations and provide innovative solutions.

• Identify patterns and trends in customer issues and collaborate with the product and development teams to address common problems.

• Document customer interactions, issues, and solutions in a knowledge base and ticketing system.

• Create and update troubleshooting guides, FAQs, and other customer-facing documentation to facilitate self-service support.

Communication

• Communicate technical information clearly and effectively to both technical and non-technical customers.

• Provide timely and accurate updates to customers regarding the status of their reported issues.

• Ensure that customer interactions are professional, empathetic, and customer-focused.
  

Product Feedback & Escalation Management

• Gather customer feedback and insights on product usability, performance, and features.

• Compile and relay customer feedback to relevant departments to contribute to product improvements and enhancements.

• Escalate critical and unresolved issues to higher-level support or development teams as required.

• Provide detailed and well-structured information to assist higher-level support teams in problem resolution.

Customer Relations

• Serve as the bridge between customers and the Binalyze, advocating for customers' needs and ensuring their satisfaction.

• Strive to exceed customer expectations and maintain a high level of customer satisfaction.

Metrics and Reporting

• Monitor and report on key performance metrics related to customer support, including response times, resolution times, customer effort scores (CES), and more.

• Implement strategies to improve performance and meet or exceed service level agreements (SLAs).

What We're Looking For

• Minimum 5 years of experience providing tier 2/3 technical support, preferably at the vendor level

• Bachelor’s degree or above in Computer Engineering, Computer Science, or related technical field

• Fluent in English 

• Experience in scripting languages (such as Bash, Python…) to be able to implement automations.

• Knowledge of Linux, Windows, and MacOS operating systems.

• Experience using and configuring ticket management systems like Zendesk, JIRA Service Desk, Freshdesk.

• Knowledge of cyber security technologies at the network and application layers.

• An understanding of Software Development processes

• Ability to apply critical thinking and problem-solving skills to assess complex technical situations and provide innovative solutions.

• Proven experience and ability to communicate with customers professionally and empathetically, ensuring a positive customer experience even in challenging situations.

• Ability to clearly explain technical concepts to customers, providing step-by-step instructions and guidance.

• Eager to stay up-to-date with industry trends, technologies, and product updates to ensure expertise in relevant domains.

• Start Up Experience: You thrive in a fast-paced, collaborative environment. You're a team player

• You're inquisitive, proactive, reliable, and driven

• You're flexible and adaptable - willing to work flexible shifts to enable the team to provide 24/7 coverage for our customers which will include some evening, overnight, weekend and holiday coverage.

What we offer

• 28 days holiday allowance + wellbeing days + birthday off!

• Private medical insurance for you and your family

• A supportive and collaborative team that's as passionate as you are.

• Home office setup support

• Great opportunities for growth and development

• Sodexo meal card

• Entertainment allowance - Netflix / Spotify

+Ready to make an impact?

If you’re passionate about building great products, solving complex problems, and advancing the future of cybersecurity, we’d love to meet you.

+ Diversity & Inclusion

At Binalyze, we are committed to building a diverse and inclusive team. We welcome applicants from all backgrounds, perspectives, and experiences.