Position: Support Engineer L1-L2, night shift (6/7pm - 2/3pm EST)
Company: Teramind
Category: Support
Experience required: 3y
English level: fluent
Published: 2023-03-01T00:00:00+02:00

**Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.**

**About the Role**
Teramind is currently seeking a Support Engineer to join our support team. The support engineer operates at the intersection of product functionality and is integral in maintaining our top-level product experience standard.
**Shift: 6:00 pm  7:00 pm - 2:00 pm  3:00 pm (EST)**

**Responsibilities:**
- Provide technical support and advanced-level troubleshooting to customers
- Triage complex customer services issues received through various customer service channels
- Maintain high customer satisfaction while managing operational expectations
- Become a product expert and maintain a deep understanding of product functionality
- Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
- Identify trends in support requests to help create long-term solutions

**Requirements:**
- **Minimum 3 years of relevant experience** as technical support/support engineer or in a similar role
- Ability to navigate comfortably in **Linux and Windows** shell
- Extensive knowledge of **PostgreSQL**
- Knowledge of **Zendesk** or similar ticketing system
- Basic understanding of **B2B SaaS** products, IT security
- Ability to translate intricate technical details to simple, understandable terms
- Strong interpersonal skills and ability to work with customers & cross-functional teams
- Excellent communication skills with written and oral English fluency

**Benefits:**
- Participation in the development of world-class B2B software
- Company’s remote teamwork mindset long before it became a mainstream
- Working according to your local business hours
- Minimum of bureaucracy
- Competitive compensation: **$3000 - $5000**
- Payments directly to your bank account
- Vacations, sick leaves

**About our recruitment process:**
We don’t expect a perfect fit for every requirement we’ve outlined. We want to hear your story if you can see yourself contributing to the team.
You can expect up to 4 interviews:
- Test task (20 min)
- Intro-call (30 min)
- Technical interview (1h)
- Final interview (1h)

**Teramind is an equal opportunity/affirmative action employer. All qualified applicants will be considered regardless of race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.**