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Tier II Technical Support Engineer

DNSfilter


2 weeks ago

Job type: Full-time

Hiring from: USA Only

Category: Customer Service


DNSFilter (http://dnsfilter.com) is scaling its support team with a full time (salaried) remote position. Your shift preference will be considered: weekends, evenings, nights, or days.

Get in at the ground level of a fast-growing profitable SaaS startup.

DNSFilter (a TechStars 2018 company) is a fast-growing SaaS startup with over 1500+ customers and is cash-flow positive. We are a proven product in a proven market.

The hiring manager is Mike Schroll (CTO & Co-Founder).

Why work at DNSFilter?

  • Growth prospects - grow within the organization!
  • Strong DevOps and Engineering teams to support you
  • Work from home, we're a remote company! 
  • Experienced founders who have built successful teams and successful companies
  • Company gatherings each year (last year we all met on a beach in Colombia for 1 week)
  • Paid vacations and holidays
  • Full medical and dental benefits for US employees
  • Yearly salary of range of $45,000 - $65,000 depending on experience 

What we are looking for:

  • 5+ years of experience in IT break/fix, working for an MSP, or equivalent experience
  • Ability to ramp on technology quickly and troubleshoot with enterprise customers on the phone
  • Fluid (native level) proficiency in English - both speaking and writing
  • An interest in both technical support as well as the product
  • Experience freelancing or working remotely
  • A Bachelor's Degree in a relevant area from a reputable college or equivalent experience

Typical responsibilities will include:

  • Fielding customer questions through our chat portal, both in our product dashboard and, at times, on our sales web site
  • Responding to support tickets and directing customers to standard troubleshooting documentation
  • Handling requests/reports of improperly categorized domains
  • Contributing to support walk-throughs and documentation
  • Coordinating customer feature requests and bugs with the dev team
  • Reporting support stats on a weekly basis in a team meeting

The candidate possesses:

  • Technical knowledge in networking/routing, particularly in DNS
  • Technical knowledge in Active Directory 
  • Technical ability, in the sense of being able to use the computer to perform various tasks from writing to network troubleshooting
  • Previous experience in a similar position
  • SQL, regex, and general familiarity with coding and scripting

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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