Ordr is looking for a Technical Support Engineer (TSE) in support of post sales customer and partner inquiries on product configuration, performance, and alignment of resources ensuring optimal product performance. Our TSEs work with customers to continuously ensure they are satisfied with the services and improve on areas that need attention. You must be energetic, passionate, and empathetic, desiring to make a real impact on the success of our customers and Ordr. You enjoy forging new relationships and winning over colleagues, customers, and business partners alike with your personable, yet professional, communication skills.
This is a unique opportunity to join an exciting startup in a hot space and make a tremendous impact on Ordr Security’s growth in this new emerging marketplace. The role reports to the VP of Customer Success, the work is remote, located in the U.S.A.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide support to understand, troubleshoot, diagnose, reproduce, and provide fault isolation in resolving escalated technical issues.
Define, manage, and execute problem resolution plans and drives solutions/fixes through engineering and QA.
Effectively manages many different tasks simultaneously.
Periodically works with partners to perform problem isolation and resolution.
Participates in the review of technical documentation for training materials, technical marketing collateral, troubleshooting guides, etc.
Ability to use diagnostic aids, tools, and appropriate lab equipment, as necessary.
Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
Partner closely with other cross-functional team members to translate customer needs and product requirements into new solutions for customers.
EXPERIENCE & QUALIFICATIONS
5+ years of experience in a similar customer-facing job function.
5+ years Linux, VMWare ESXi, and Firewall knowledge.
Experience working in a B2B SaaS organization, strong familiarity with security concepts, remote access, and cloud.
Strong empathy for customers, passion for customer success and ability to drive urgency with customers.
Must have strong switch and router expertise.
CCNA, JNCIE or higher preferred.
802.1x/NAC, Cybersecurity, Vuln management.
Strong communication, interpersonal, and customer service skills.
The ability to relate technical information to non-technical customers.
Excellent communication, documentation, and presentation skills.
Experience with CSM and CRM tools.
Diplomacy, tact, and poise under pressure when working through customer issues.
As an equal opportunity employer, we are open to considering every qualified candidate who is eligible and legally authorized to work in the United States on a full or part-time basis, without a need for sponsorship.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Salary Range: $185,000 - $215,000. Our job titles span more than one career level. Actual base pay is dependent upon many factors including but not limited to training, transferable skills, work experience, business needs and location.
