Position: Technical Support Agent (L2) (Eastern Standard Time)
Company: Launch & Scale
Experience required: 3y
Category: Security
English level: fluent
Published: 2023-09-01T00:00:00+03:00

Our client is a rapidly growing team of engineers building simple, functional, and most importantly, useful privacy and security products used by millions of people.
Among the client's flagship software products are proprietary (true!) VPN, a DNS-based Internet content filtering solution, and others.

On behalf of our client, we are looking for a skilled **Technical Support Engineer **whose main responsibility will be to ensure that all business-level customers have a positive experience when interacting with our client's products, services, and brand.

**Desired Outcomes:**
- Customer support requests are answered promptly and to a satisfactory solution
- Complex technical issues are understood, reproduced when required, and addressed
- Customers are well educated and informed (on the product) through all available channels
- Documentation and troubleshooting guides are created and updated to address common issues
- Repeat problems are made known to appropriate teams

**Duties and Objectives:**
- Respond to customer support inquiries that have been escalated by L1 team members
- Participate in knowledge transfer to L1 team members for successful solutions
- Ensure the customer inquiry queue is being addressed in a timely manner
- Common problems and solutions are documented in KB articles
- Software issues, bugs, and feature suggestions are escalated to relevant teams using existing processes
- Any relevant documentation is kept up to date

**Skills and Competencies:**
- Good understanding of OS/Browser debugging tools: I.e.: Browser Devtools, OS debug logs
- Good understanding of networking concepts (OSI model, TCP/IP, Application layer Protocols)
- Good understanding of DNS, DCHP and TCP/UDP protocols
- Advanced experience with the Linux operating system
- Basic understanding of file systems and permissions
- Basic understanding of firewalls (iptables)
- Experience with systems command line tooling (tracert, dig, tcpdump, ps, top, etc)
- Experience with virtualization platforms for issue reproduction


- Management: Self-organization and asynchronous communication
- Excellent organizational skills with attention to detail
- Ability to thrive in an autonomous work environment
- Resourcefulness with an excellent sense of initiative
- Self-motivation and excitement about working on hard problems


- Command of clear and concise vocabulary for conveying technical information to a customer base with varying degrees of technical ability
- Improving team practices, processes, and documentation through retroactive analysis of past issues
- Clear and concise internal communication that conveys a sense of ownership and accountability especially when problems, issues or incidents occur


- Emotional intelligence and control while dealing with negative and stressed-out customers
- Knowledge sharing and mentoring
- Self-awareness, conflict handling, providing and receiving feedback
- Accountability to proactively assist and work towards a resolution while communicating clearly with stakeholders and providing candid and constructive feedback

**The company offers:**
- Work with successful products with a multi-million audience
- Long-term employment with possibilities for professional growth
- Fully remote work
- Flexible schedule
- 13 days of paid vacation
- Regular performance reviews
- Strong engaged international team (level Senior+)
- Possibility to influence the product and implement your ideas
- If you are interested in hacking, computer security, data protection - you will learn a lot.
- No bureaucracy