Orama Solutions – Reading, Borough of Reading
Orama are working closely with a Series D start-up who have raised $175m in funding, have a valuation over $2 billion and have been backed by some top VCs in the cyber space.
The tech:
Responsibilities:
1. Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels (email, phone, chat).
2. Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance.
3. Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical customer issues promptly.
4. Document customer interactions, technical solutions, and best practices to create an organized knowledge base for both internal and external use.
5. Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.
6. Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.
7. Ability to work off-hours when needed.
Must have:
This position is based in Reading (3 days in office.)
1. 5+ years of hands-on experience in support roles, working directly with enterprise customers.
2. 5+ years of proven experience in troubleshooting methodologies and problem-solving skills.
3. 3+ years of working in a startup environment and the ability to thrive in a fast-paced, agile atmosphere.
4. In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siem.
5. Expertise in OS systems, including Windows, Mac, and Linux.
6. Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol.
7. 5+ years of experience with IT tasks like installing virtual machines and configuring IT environments.
8. 5+ years of experience with support methodologies and tools (Confluence, Salesforce, Jira).
9. 3+ years of experience working with Log systems like Coralogix, and Sentry.
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