Tier 3 Technical Support Engineer

DNSFilter is revolutionizing network security by providing fast, accurate, and reliable threat protection and content filtering. We're a rapidly growing company dedicated to creating a safer internet for businesses and organizations worldwide. Leveraging AI-driven threat intelligence, DNSFilter empowers our customers to proactively block threats before they impact their networks. We foster a collaborative, innovative, and results-oriented culture where every team member contributes to our mission of making the internet safer.

As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!

We are looking for a Tier 3 Technical Support Engineer to provide expert-level technical assistance and consultation to our customers, acting as a product expert on DNSFilter products and a liaison between customers and development teams.

The ideal candidate thrives in a fast-paced, hyper-growth SaaS environment and can work full-time, in-person in Tampa, FL. This role is open to candidates authorized to work in the U.S. without sponsorship.
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion, is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions!

Requirements:

• 5+ years of experience in a SaaS organization as a Technical Support Engineer for Customers
• 2+ years of experience supporting MSP customers
• The ability to work in our Tampa, FL office 5 days/week from 8:00 am to 5:00 pm EST, Flex hours may be required at peak periods.
• Technical competence in networking, routing, DNS, and TCP/IP protocols.
• Proven experience in a technical support role, focusing on DNS filtering or network security products.
• Excellent customer service skills with the ability to communicate complex technical concepts to non-technical users.
• Strong problem-solving skills and the ability to work independently under pressure to resolve customer issues swiftly.
• Ability to take initiative and adapt to changing priorities and technologies in a fast-paced environment.
• Experience with ticketing systems and customer relationship management (CRM) tools.
• Experience providing technical support to enterprise customers.
• Familiarity with roaming clients, Remote Management and Monitoring (RMM) tools, Hyper-V, Azure, Active Directory, and/or virtualization.
• Knowledge of how to read technical logs and provide in-depth analysis.
• Scripting ability, experience with VPNs, and firewalls.
• Must be eligible to work in the region of hire without sponsorship from an employer now and/or in the future.
  

At DNSFilter, You Will:

• Be a Product expert on DNSFilter products.
• Consult with customers on their configurations.
• Test new features before they are released for general use.
• Contribute to Customer Support video tutorials and technical documentation.
• Provide exceptional support to our growing customer base through our chat portal, product dashboard, and website.
• Respond to escalated support tickets and educate customers on standard troubleshooting.
• Address requests of improperly categorized domains.
• Be a liaison between our customers and our development teams to replicate, track, and communicate the status of feature requests and bugs.
• Use initiative to proactively find ways to move the business forward.
• Point of escalation for Tier 2, Engineers who need help or to hand off a more advanced issue in a ticket.
• Point of contact for Tier 2 Support Engineers for general questions or help outside of ticket escalation, escalate to Customer Support Manager as needed.
• Assist with standard Support Team duties as warranted by workload.
• Serve as the final escalation point within the Customer Support Team for any issue that cannot be resolved by the Tier I or Tier II Technical Support Engineers.
• Responsible for escalating, following up, and proactively communicating to customers on all issues escalated to the applicable Engineering teams until issue is confirmed to be resolved by the customer.
• Work closely with the Customer Support Manager and Tier II Technical Support Lead Engineer to identify training opportunities and areas where process improvements can be implemented.
• Participate in interviews.
  

We Offer:

• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance, not just time in the chair.  You help us grow, we will help you grow.
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Paid company-wide week off at the end of each year
• Flexible Vacation policy
• Awesome company swag
• Full medical, dental, and vision benefits for US, UK, and Canada-based employees
• Retirement savings account options
• Full short-term disability and life benefits; available long-term disability
• In-person annual gatherings. Last time we all spent a week on a beach in Cancun!

DNSFilter is a pay-for-performance organization, which means there is the opportunity to advance your compensation with performance over time. The hiring base pay is dependent upon many factors such as level, function, training, transferable skills, work experience, business needs, and/or geographic location. As a hybrid company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.

DNSFilter participates in the E-Verify program.

At DNSFilter, we utilize sophisticated software and tools to identify and eliminate Deepfake candidates. This approach helps us maintain the integrity of our hiring process, ensuring that we select the most qualified and genuine individuals to join our team.