Provide advanced technical support and troubleshooting for Teramind’s SaaS product via chat and email, triage and escalate complex issues, analyze trends, maintain product expertise, and collaborate with cross-functional teams to improve customer experience.
Summary Generated by Built In
Description
Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.
Join our team of innovators who are redefining insider risk management through cutting-edge technology. More than 10,000 organizations across the globe use Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market.
As a global team, Teramind embraces an inclusive and flexible work environment and team culture. We win together, learn from each other and respect each other while delivering best-in-class security solutions.
About the role
Teramind is currently seeking a Support Engineer to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Support Engineer will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The role operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard.
Your day-to-day
Provide technical support and advanced-level troubleshooting to customers
Triage complex customer service 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 5 years of relevant experience as a technical support/support engineer or in a similar role
Ability to navigate comfortably in Linux and Windows shells
Extensive knowledge of PostgreSQL
Knowledge of cloud computing platforms (Azure, AWS, etc)
Knowledge of an Intercom or similar ticketing system
Understanding of B2B SaaS products, IT security, and data platforms
Ability to translate intricate technical details to simple, understandable terms
Strong interpersonal skills and ability to work with customers & cross-functional teams.
About Us
At Teramind, we're pioneering a predictive, AI-driven approach to safeguarding organizations' people, data, and operations. As a global leader in user behavior analytics, insider risk management, and workforce intelligence, we empower businesses to transform data into a strategic asset - delivering clear visibility, control, and proactive protection across digital environments.
We're open to hiring in just about every country in the world! Feel free to apply even if you don't live in the country listed in the job description.
Benefits
This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.
Additionally:
• Competitive compensation
• Flexible paid time off
• Laptop reimbursement
• Ongoing training, development, and career growth opportunities
• We use an open stack of technologies, so you have the chance to learn and evolve
• High complexity of problems to solve, with active feature development - not just bugs & refactoring
• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated. You can make an impact quickly.
About our recruitment process
We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews, including a live coding component. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.
All roles require reference and background checks
Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.
